ReAssure Personal Pension Plan (CAS-77795-P0X4)

Ombudsman’s Determination

Outcome

Mr N’s complaint against ReAssure is partly upheld.

To put matters right, ReAssure shall award Mr N £1,000 (inclusive of the £450 payment already made) in recognition of the serious non-financial injustice which he has suffered in connection with this matter.

Complaint summary

Mr N complained that ReAssure provided him with a substandard administrative service for the Plan. He said that ReAssure: 

• failed to comply with his request made in March 2021 to draw the remaining funds available from the Plan as income in a timely manner;
• incorrectly applied income tax to the payment; and 
• failed to respond to his: (a) potential fraud alert in April 2021; (b) enquiries about the Plan; and (c) subsequent complaint without delay and within its timescales.