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ReAssure Personal Pension Plan (CAS-53873-S2G7)

Complainant:
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Ombudsman’s Determination

Outcome

Mr I’s complaint against ReAssure is partly upheld. To put matters right, ReAssure shall pay Mr I £500 in recognition of the distress and inconvenience he suffered.

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The Mr S Limited Executive Pension Scheme (CAS-78433-Y1Y8)

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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 S, and because it fulfilled the duties it did have in relation to the Scheme adequately. 

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Harrods Group Pension Plan (CAS-111806-F8J2)

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Ombudsman’s Determination

Outcome

Mr W’s complaint against Aptia is partly upheld. To put matters right, Aptia shall pay Mr W £500 for the distress and inconvenience its maladministration caused him. 

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Thomas Cook UK DC Pension Scheme (CAS-75043-G1Y2)

Complainant:
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Ombudsman’s Determination

Outcome

Mrs N’s complaint is partly upheld. I do not find that Aviva or the Trustee need to take any further action at present.

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Thomas Cook UK DC Pension Scheme (CAS-76480-G0L9)

Complainant:
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Ombudsman’s Determination

Outcome

Mr N’s complaint is partly upheld. To put matters right, Aviva shall follow the actions set out in the section, “Directions”.

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The Aviva Self Invested Personal Pension Plan and the Aviva Commercial Property Investment provided by Curtis Banks (CAS-51876-F7Y0)

Complainant:
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Ombudsman’s Determination

Outcome

Mr T’s complaint against CB is partly upheld. To put matters right, CB shall pay Mr T £1,000 in recognition of the serious distress and inconvenience he has experienced as a result of its maladministration.

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Aegon Stakeholder Plan (CAS-70911-G6X6)

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Ombudsman’s Determination

Outcome

The complaint is partly upheld against Aegon because it has not yet paid Dr D appropriate redress for the period between the date that he invested the transferred cash into his funds with Fidelity and the date that Aegon offered him redress for placing his investments into a cash fund.

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Judicial Pension Scheme 2015 (CAS-76105-K4V1)

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Ombudsman’s Determination

Outcome

Mr E’s complaint is upheld in part. MoJ and XPS shall pay £500 each (and so £1,000 in total) in recognition of the serious distress and inconvenience caused to Mr E.

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Sainsbury's Pension Scheme (CAS-91740-X7K5)

Complainant:
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Ombudsman’s Determination

Outcome

I partially uphold Mr T’s complaint in respect of the award for distress and inconvenience, which I consider to be serious given the considerable delay and the administrative errors made by WTW.

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Santander (UK) Group Pension Scheme (CAS-50824-S1K7)

Complainant:
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Respondent:
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Ombudsman’s Determination

Outcome

Mr D’s complaint against the Trustee and JLT is partly upheld. To put matters right, JLT shall pay Mr D £500 for the significant distress and inconvenience he has experienced. 

My reasons for reaching this decision are explained in more detail in paragraphs 70 to 78 below. 

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