Ombudsman’s Determination

Outcome

Mr N’s complaint is upheld and, to put matters right, the Employer shall pay £1,064.58 into the Scheme. The Employer shall ensure that Mr N is not financially disadvantaged by its maladministration. So, it shall arrange for any investment loss to be calculated and paid into the Scheme. 

Ombudsman’s Determination

Outcome

The complaint should be upheld because L&G:-

1. failed to identify and properly consider all potential beneficiaries eligible for death benefits under the Policy as defined in the Plan Rules; and

Ombudsman’s Determination

Outcome

Mr N’s complaint is upheld and, to put matters right, the Employer shall pay £6,945.54 into the Scheme. The Employer shall ensure that Mr N is not financially disadvantaged by its maladministration. It shall arrange for any investment loss to be calculated and paid into the Scheme. 

Ombudsman’s Determination

Outcome

I do not uphold Mr B’s complaint, and no further action is required by GCHQ. 

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

Ombudsman’s Determination

Outcome

I do not uphold Mr L’s complaint, and no further action is required by Trustee.

Ombudsman’s Determination

Outcome

The complaint is upheld against TP because it provided Mr E with incorrect information which he relied on to his financial detriment. To put matters right, TP shall follow the steps set out in the section, ‘Directions’.

Ombudsman’s Determination

Outcome

Ms N’s complaint against Reassure is partly upheld. To put matters right, ReAssure shall pay Ms N an additional £600.

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

Ombudsman’s Determination

Outcome

I do not uphold Mr R’s complaint, and no further action is required by the Trustee or the Administrator. 

Ombudsman’s Determination

Outcome

Mr D’s complaint is upheld and to put matters right the Employer shall pay £259.86 into the Scheme. The Employer shall ensure that Mr D is not financially disadvantaged by its maladministration. So, it shall arrange for any investment loss to be calculated and paid into the Scheme.