Ombudsman’s Determination

Complaint Summary

Ms N’s complaint concerns the delay caused by Prudential when processing her transfer request. She had asked for her benefits in the Scheme to be transferred to Computershare Trust Company of Canada, Edward Jones Locked-in Registered Retirement Savings Plan 574-599 (the receiving scheme), but she claims Prudential’s delays prevented the transfer from taking place. As a result, this has caused a loss of investment growth, as well as distress and inconvenience.

Ombudsman’s Determination

Outcome

Mr E’s complaint is upheld and to put matters right, Optimum shall pay him £2,000 for the exceptional distress and inconvenience caused.

Complaint summary

Mr E has complained that Optimum has failed to act on his transfer request.

Ombudsman’s Determination

Outcome

Mr I’s complaint is upheld and to put matters right the Council shall consider backdating Mr I’s ill health retirement pension (IHRP) to May 2011.

The Council shall also pay Mr I £1,000 for the serious distress and inconvenience caused by its actions when dealing with his IHRP application.

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

Complaint summary

Mr I’s complaint against the Council is twofold: –

Ombudsman’s Determination

Complaint Summary

Mrs H has complained that the Council failed to carry out proper due diligence before it transferred her benefits from the Fund to The Focusplay Retirement Benefits Scheme (the Scheme). Mrs H is concerned that her entire pension fund may have been lost or misappropriated.

Summary of the Ombudsman’s Determination and reasons

The complaint shall be upheld against the Council because it failed:

to consider correctly whether or not Mrs H had a statutory right to a transfer; and

Ombudsman’s Determination

Complaint Summary

Ms N has complained that NHS BSA has said she is not eligible to retain Special Class Status (SCS). This means if she decides to retire at age 55, she will be subject to retirement reductions.

Ombudsman’s Determination

Outcome

Mr N’s complaint is upheld. To put matters right Planning Together shall calculate Mr N’s investment loss, in accordance with the directions set out in paragraph 73 below, and pay him £1,000 in respect of the serious distress and inconvenience caused.

In addition, James Hay shall pay Mr N £1,000 for the serious distress and inconvenience caused and also refund its transfer out fee.

Ombudsman’s Determination

Outcome

Mr R’s complaint is upheld and to put matters right the Trustee shall review its decision not to backdate his pension to 2015.

Complaint summary

Mr R has complained that the Trustee has paid his frozen benefits with effect from April 2017, rather than September 2015.

Ombudsman’s Determination

Outcome

Mr E’s complaint is upheld and to put matters right, Green Coal Limited will respond to Mr E with information about his pension, and pay him £3,000 for the exceptional distress and inconvenience caused to him by its maladministration and failure to respond to his enquiries.

Complaint summary

Mr E is unhappy that he has not been provided with any information on his pension since a year after he transferred into the Scheme.

Ombudsman’s Determination

Outcome

Ms E’s complaint is upheld and to put matters right NHS Pensions shall allow her to submit an appeal against the 2015 decision not to pay her a pension under Regulation E2A.

Complaint summary

Ms E disagrees with the decision not to award her ill health early retirement benefits when her NHS employment was terminated.

Ombudsman’s Determination

Outcome

Mr N’s complaint is upheld and to put matters right NHS Pensions shall review its decision on Mr N’s application for early payment of his deferred benefits (EPDB) under regulation L1(3)(b). It shall also pay Mr N £500 for distress and inconvenience.

Complaint summary

Mr N’s complaint is that his application for EPDB on the grounds of ill health has not been considered properly.