Ombudsman’s Determination

Outcome

Miss N’s complaint is upheld, and to put matters right Fast Pensions should provide a full response to Miss N’s questions about the status and security of the Plan and assist her in exercising her statutory right to a transfer out of the Plan to a named pension arrangement that is willing and able to accept it, if she so wishes. Fast Pensions should also pay Miss N £2,000 to reflect the prolonged significant distress and inconvenience caused to her by its maladministration.

Ombudsman’s Determination

Outcome

Mr Y’s complaint is upheld against Fidelity only. To put matters right, Fidelity should pay £6,275.69 into Mr Y’s Self Invested Personal Pension (SIPP) in recognition of the transfer value he has lost due to Fidelity’s maladministration. Fidelity must also pay him £500 in recognition of the significant distress and inconvenience it caused.

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

Ombudsman’s Determination

Complaint Summary

Mrs N is complaining that TP have refused to allow her to commute her pension for a higher lump sum, and disputes whether or not the lump sum application form was completed fully.

Summary of the Ombudsman’s Determination and reasons

The complaint should be upheld against TP because Mrs N’s application form to commute her pension for a higher lump sum did not contain a completed declaration.  Having treated an incomplete form as a completed declaration amounts to maladministration.

Ombudsman’s Determination

Outcome

Mr S’ complaint is upheld and to put matters right Fidelity should pay compensation in recognition of the financial loss he has suffered.

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

Complaint summary

Mr S’ complaint is that Fidelity has not transferred his benefits from the Scheme to another pension arrangement of his choice, despite him completing all of the requirements within the timeframe set by Fidelity.

Ombudsman’s Determination

Outcome

Mr N’s complaint is upheld and, to put matters right AJ Bell should compensate Mr N for the difference between what his SIPP was worth when it crystallised and what it would have been worth, had his SIPP transfer not been delayed.

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 the Trustee should reconsider its decision to cease Mr N’s pension. It should also pay Mr N £500 for non-financial injustice.

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

Ombudsman’s Determination

Outcome

Mrs S’ complaint is upheld and to put matters right NHS Pensions should write off the overpayment in question and reimburse Mrs S any overpayments it has already recovered, with interest added.

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

Ombudsman’s Determination

Outcome

Mr D’s complaint is upheld and, to put matters right, Curtis Banks should provide redress on the terms set out in its offer to this Office and send Mr D summary statements showing the monetary effect of the redress. Curtis Banks should also pay Mr D £750 for the significant distress and inconvenience he has experienced.

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

Ombudsman’s Determination

Outcome

Mrs N’s complaint is upheld and to put matters right Friends Life should pay her the unauthorised member payment tax charge and surcharge less the notional tax liability she would have paid had the full pension been taken as an uncrystallised funds pension lump sum (UFPLS). In addition it should pay Mrs N £1,000 for the significant distress and inconvenience caused by its error.

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

Ombudsman’s Determination

Outcome

Ms R’s complaint is upheld and to put matters right both AJ Bell and L&G should compensate Mrs R for any financial loss caused by the transfer delay.

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

Complaint summary

Mrs R is complaining that she has suffered financial loss as a consequence of delays on the part of L&G and AJ Bell in transferring her Plan benefits to TD Direct SIPP (the SIPP).