Ombudsman’s Determination

Outcome

Mr D’s complaint is partly upheld and as WTW and the Trustee of the Scheme (the Trustee) have already adequately tried to put matters right for Mr D, during the Adjudicator’s investigation, no further action is required on WTW’s part.

Complaint summary

Mr D complains that WTW, the administrator of the Scheme, failed to provide complete, clear and consistent information, about the benefits available to him from the defined contribution (DC) section of the Scheme in a timely fashion.

Ombudsman’s Determination

Complaint Summary

Mr D has complained that OMW would not pay his remaining tax-free cash lump sum (TFC) and pension by electronic bank transfer to his Australian bank account or to a UK bank account he later opened.

Ombudsman’s Determination

Outcome

I partly uphold Mr S’ complaint in respect of the non-financial injustice which Mr S has suffered. I do not find that Mr S has suffered a financial loss from the negligent misstatement made to him.

Complaint summary

Mr S’ complaint against the Administrator and the Employer is about a large difference between the estimated pension figures he received for immediate payment in December 2013 and the estimated figures for deferred payment in April 2016.

Ombudsman’s Determination

Complaint Summary

Mr G’s complaint is that the Employer and Trustee have calculated his pension benefits incorrectly; Mr G seeks their recalculation from 2015 to date. Mr G says that the Employer and the Trustee have incorrectly applied a pension cap of £36,000 to both his basic salary and bonuses, rather than applying the pension cap to his bonuses only. The effect of this approach is that his bonuses have been excluded from the calculation of his pension benefits.

Ombudsman’s Determination

Outcome

Mr D’s complaint against Aviva and Curtis Banks 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) Curtis Banks shall remedy the significant non-financial injustice it has caused to Mr D.

Complaint summary

Mr D contends that Friends Life and Curtis Banks were negligent in the administration of his SIPP. They failed to act when the tenant occupying the property, held in his SIPP, defaulted, causing him a financial loss.

Ombudsman’s Determination

Outcome

Mr S’ complaint against the Administrator 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 Administrator shall pay £500 to Mr S for the non-financial injustice he has experienced.

Complaint summary

Mr S’ complaint is that he received an incorrect retirement illustration from the Administrator, which overstated his benefits. He says this led him to retire in May 2018, instead of at age 60 in October 2020, to his financial detriment.

Ombudsman’s Determination

Complaint Summary

Dr A has concerns that NHS BSA has incorrectly calculated his Permanent Injury Benefit (PIB) award. He disputes:-

Ombudsman’s Determination

Complaint Summary

Mr N’s complaint is in several parts:-

Ombudsman’s Determination

Outcome

Mr N’s complaint 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) within 21 days of the date of this Determination, Curtis Banks shall pay £500 to Mr N, in recognition of the significant distress and inconvenience caused.

Ombudsman’s Determination

Outcome

Mr S’ complaint against TP 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) TP shall pay Mr S £1,000 in recognition of the serious distress and inconvenience he has suffered.

Complaint summary

Mr S’ complaint against TP is that the ill health pension he is receiving is incorrect.