Hornbuckle Mitchell SIPP (CAS-38681-W2H9)
Complainant: Mr N
Complaint Topic: Administration
Ref: CAS-38681-W2H9
Outcome: Upheld
Respondent: Embark Services Limited
Type: Pension complaint or dispute
Date:
Appeal: No
Ombudsman’s Determination
Outcome
The complaint is upheld against Embark because:-
- Embark acted negligently in allowing a person impersonating Mr N (the fraudster) to change Mr N’s bank details held on the SIPP account.
- This situation has caused Mr N serious distress and inconvenience for which he shall receive an award.
Complaint summary
Mr N complained that Embark accepted fraudulent email instructions to withdraw £20,000 from his SIPP in May 2019, and that he has incurred a financial loss as a result.
View determination
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