Ombudsman’s Determination

Outcome

I agree that part, but not all, of this complaint is upheld. To put matters right in respect of the part that is upheld, Aviva shall pay the additional rental costs incurred (plus interest); and £800, in addition to the £200 previously paid, in recognition of the serious distress and inconvenience that has been caused to Mr H.

Ombudsman’s Determination

Outcome

Mr N’s complaint against the Trustee is partly upheld, but there is a part of the complaint I do not agree with. To put matters right (for the part that is upheld) the Trustee should pay Mr N £500, as previously offered, to recognise his significant distress and inconvenience.

Complaint summary

Mr N is complaining that the Trustee provided him with incorrect details of his benefits from the Plan in 2004, which he says he relied upon to make financial decisions.

Ombudsman’s Determination

Outcome

Mr E’s complaint against AJ Bell is partly upheld, but there is a part of the complaint I do not agree with. To put matters right, for the part that is upheld, AJ Bell shall pay Mr E £500 for the significant distress and inconvenience caused.

Complaint summary

Mr E has raised a series of concerns about the way AJ Bell has administered the SIPP, including:-

Deputy Ombudsman’s Determination

Outcome

Dr T’s complaint against USS Ltd is partly upheld. USS Ltd is able to recover overpayments made on and after December 2011 by way of repayment, but not those made earlier. However, USS Ltd may recoup the full amount from Dr T’s future pension in payment.

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

Ombudsman’s Determination

Outcome

Ms R’s complaint against Aviva is partly upheld, but there is a part of the complaint I do not agree with. To put matters right (for the part that is upheld) Aviva shall pay Ms R £1,000 for the serious distress and inconvenience this situation has caused.

Complaint summary

Ms R’s complaint concerns the customer service she received from Aviva. She is unhappy with its delay in following her instructions and, also with the way it has dealt with her complaint. She believes Aviva’s actions amount to maladministration.

Ombudsman’s Determination

Outcome

I agree that part, but not all, of this complaint should be upheld. To put matters right for the part that should be upheld, Skipton BS and the Skipton Trustee shall jointly pay £1,000 to Mr Y, in recognition of the serious distress and inconvenience that has been caused.

Ombudsman’s Determination

Outcome

Ms N’s complaint against the Cabinet Office and MyCSP is partly upheld, but there is a part of the complaint I do not agree with. To put matters right (for the part that is upheld), MyCSP shall pay redress in respect of the financial loss, and make a distress and inconvenience award to Ms N.

Ombudsman’s Determination

Outcome

Mr R’s complaint against JLT is partly upheld, but there is a part of the complaint I do not agree with. To put matters right (for the part that is upheld) JLT should make an award to Mr R in respect of the non-financial injustice caused to him.

Complaint summary

Mr R complains that:

JLT contributed to the delays in him taking court action to amend an earmarking order.

JLT delayed acting on his request to draw his pension, causing the value of his pension to fluctuate.

Ombudsman’s Determination

Outcome

Mr S’ complaint is partly upheld. On the recommendation of one of our Adjudicators, the Trustee has paid Mr S a suitable award for the non-financial injustice caused, and so I make no further directions.

Complaint summary

Mr S has complained that the Trustee changed the Scheme benefits calculation method after he agreed to take voluntary redundancy (VR).

Ombudsman’s Determination

Outcome

Ms N’s complaint against Redbridge is partly upheld, but there is a part of the complaint I do not agree with. To put matters right (for the part that is upheld), Redbridge shall pay Ms N £500 for the significant non-financial injustice which she has suffered.

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