SPS Technologies UK Pension Plan (PO-26311)

Ombudsman’s Determination

Outcome

I uphold Mr L’s complaint in part, in respect of the serious distress and inconvenience caused to Mr L by Capita’s maladministration.

Complaint summary

Mr L’s complaint is that Capita (the Plan’s administrator) failed to respond within a reasonable timescale to his request for a cash equivalent transfer value (CETV) quotation. He also argues that Capita’s subsequent communication was misleading and inadequate, which delayed his retirement planning. Mr L says Capita did not deal with his grievances as formal complaints or investigate them under the Plan’s internal dispute resolution procedure (IDRP), despite him requesting this. He maintains that Capita has not fully recognised the distress and inconvenience these issues have caused him.