Ombudsman’s Determination

Outcome

Mr N’s complaint is upheld and to put matters right Phoenix Life shall pay Mr N compensation for any financial loss he has suffered.

My reasons for reaching this decision are explained in more detail below.

Complaint summary

Mr N’s complaint against Phoenix Life is about its failure to provide him with retirement options in advance of his selected retirement date (SRD).

Ombudsman’s Determination

Outcome

Mrs D’s complaint is upheld and to put matters right TP should pay her £500 in compensation for the distress and inconvenience they have caused her.

My reasons for reaching this decision are explained in more detail below.

Ombudsman’s Determination

Outcome

Mr N’s complaint is upheld and to put matters right Abbey Life should pay Mr N:

• £1,500 in recognition of the non-financial loss that has been suffered; and
• an amount to recognise that Mr N changed his position based on the incorrect figures he was provided with.

My reasons for reaching this decision are explained in more detail below.

Complaint summary

Ombudsman’s Determination

Outcome

Mr N’s complaint is upheld and to put matters right Fast Pensions should provide a full written response to Mr N’s questions regarding his funds in the Plan, including the current value; and assist him in exercising his statutory rights.  Fast Pensions should also pay Mr N, £1,000, to reflect the distress and inconvenience caused to him by their maladministration. 

My reasons for reaching this decision are explained in more detail below.

Ombudsman’s Determination

Outcome

Miss H’s complaint is upheld and to put matters right Fast Pensions should respond to Miss H’s questions regarding the status and value of her pension fund, and assist her in exercising her statutory right to a transfer.  Fast Pensions should also pay Miss H, £1,000, to reflect the distress and inconvenience caused to her by their maladministration.

My reasons for reaching this decision are explained in more detail below.

Ombudsman’s Determination

Outcome

Mr T’s complaint is upheld and to put matters right Fast Pensions should provide a full written response to Mr T’s questions regarding the funds in the Policy, including the current value, and to assist him in exercising his statutory right to a transfer.  Fast Pensions should also pay Mr T £1,000, to reflect the distress and inconvenience caused to him by their maladministration.

My reasons for reaching this decision are explained in more detail below.

Ombudsman’s Determination

Outcome

Mr T’s complaint is upheld and to put matters right Fast Pensions should contact Mr T and assist in allowing him to exercise his statutory right of a transfer to a provider of his choice.  Fast Pensions should also pay Mr T, £1,000, to reflect the distress and inconvenience caused to him by their maladministration.

My reasons for reaching this decision are explained in more detail below.

Ombudsman’s Determination

Complaint Summary

Mrs W says that NHS Pensions gave her inaccurate retirement estimates when she became 55 up until age 60, her normal retirement age. After receiving notification of the correct award at age 60, she says she was devastated by the realisation that there was a substantial reduction in her Scheme benefits compared to those she expected.

Ombudsman’s Determination

Outcome

Miss N’s complaint is upheld and to put matters right Fast Pensions should contact Miss N and assist in allowing her to exercise her statutory right of a transfer to a pension provider of her choice.  Fast Pensions should also pay £1,000 to Miss N to reflect the distress and inconvenience caused to her by their maladministration.

My reasons for reaching this decision are explained in more detail below.

Ombudsman’s Determination

Outcome

Mr E’s complaint is upheld and to put matters right, the Administrator, on behalf of the Trustees, should calculate the lump sum with interest that would have been payable to Mr E in December 2012. The Trustees should pay the difference between that amount, if any, and the actual amount he received. The Trustees are also liable for any related costs and charges , including (but not limited to) any unauthorised HM Revenue & Customs (HMRC) charges, scheme sanction charges and the cost of carrying out the calculation.