Ombudsman’s Determination

Outcome

Mr S’ complaint is upheld and to put matters right Fidelity shall pay £1,520.80 to Mr S.

In addition, the Employer shall pay Mr S £1,000 for the serious distress and inconvenience it has caused him, taking into account any amount already paid. 

Ombudsman’s Determination

Outcome

The complaint is not upheld against Rowanmoor as Administrator, as it was not its responsibility to carry out the level of due diligence suggested by Mr N, and because it fulfilled the duties it did have in relation to the Scheme adequately. 

Ombudsman’s Determination

Outcome

Mr H’s complaint is upheld and to put matters right Aegon and Willis Towers Watson shall: -

Ombudsman’s Determination

Outcome

Mrs E’s complaint is upheld and, to put matters right, the Employer shall pay £1,190.74 into the Scheme.

Ombudsman’s Determination

Outcome

Having fully considered the evidence and submissions presented in writing, I uphold the complaints against the Trustees and Brambles. My reasons are as follows. 

Ombudsman’s Determination

Outcome

Mr W’s complaint is upheld and, to put matters right, the Employer shall pay £2,792.27 into the Trust. The Employer shall ensure that Mr W is not financially disadvantaged by its maladministration. So, it shall arrange for any investment loss to be calculated and paid into the Trust. 

Ombudsman’s Determination

Outcome

1. Dalriada and the Additional Applicants have submitted complaints that I have summarised as:-

Ombudsman’s Determination

Outcome

The complaint is not upheld against Rowanmoor as Administrator, as it was not its responsibility to carry out the level of due diligence suggested by Mr N, and because it fulfilled the duties it did have in relation to the Scheme adequately. 

Ombudsman’s Determination

Outcome

The complaint/dispute is upheld against The Trustee and the Employer. 

There has been maladministration and breach of law by the Employer in:

Ombudsman’s Determination

Outcome

The complaint is upheld against Aviva because it failed in its duty of care in negligence to deal with Mr N’s case before he died. It took too long to provide information to Mr N for him to have made an informed choice regarding his options before he died.

Aviva shall:-