Ombudsman’s Determination

Outcome

I do not uphold Mrs L’s complaint and no further action is required by NHS BSA.

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

Complaint summary

Mrs L has complained that NHS BSA mishandled and delayed her request to transfer out of the Scheme, which caused her to miss the deadline for such a transfer.

Ombudsman’s Determination

Outcome

I do not uphold Mr T’s complaint and no further action is required by Standard Life.

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

Complaint summary

Mr T says the Trustees mishandled his request for a new cash equivalent transfer value (CETV) – which he made within 12 months of a previous request.

Ombudsman’s Determination

Outcome

Mr H’s complaint is upheld, and to put matters right Fast Pensions should respond to Mr H’s queries about the payment of his pension funds. Fast Pensions should also pay Mr H £1,000, to reflect the significant distress and inconvenience caused to him by its maladministration.

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

Complaint summary

Mr H complains that Fast Pensions has failed to respond to his request to pay his pension benefits.

Ombudsman’s Determination

Outcome

Mrs K’s complaint is upheld, and to put matters right Fast Pensions should pay Mrs K the lump sum death benefit of £79,160.94, plus £1,600 for her distress and inconvenience. Fast Pensions should also pay any tax charges that arise due to the late payment of the lump sum death benefit.

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 Prudential.

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

Complaint summary

Mr L’s complaint against Prudential is that it incorrectly transferred £15,168.28 from three funds in the Personal Pension, to a Self Invested Personal Pension (SIPP) with Hargreaves Lansdown (HL), rather than taking the whole amount from the cash fund in the Personal Pension, as he had intended.

Ombudsman’s Determination

Outcome

I do not uphold Mr R’s complaint and no further action is required by NHS Business Services Authority.

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

Complaint summary

Mr R’s complaint against NHS BSA is regarding its refusal to accept his application to transfer to a Qualified Recognised Overseas Pension Scheme (QROPS) before the 2015 Pensions Scheme Act (the Act) restrictions became effective.

Ombudsman’s Determination

Outcome

Mr E’s complaint is upheld, and to put matters right Fast Pensions should provide Mr E with the information he requested and assist in allowing him to exercise his statutory right to a transfer to a provider of his choice, if he so wishes. Fast Pensions should also pay Mr E £2,000 to reflect the prolonged distress and inconvenience caused to him by its maladministration.

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

Ombudsman’s Determination

Outcome

Mr Y’s complaint is upheld, and to put matters right Fast Pensions should answer his queries about the Plan and assist him in exercising a statutory right to a transfer out of the Plan to a named pension arrangement that is willing to accept it, if he so wishes. Fast Pensions should also pay Mr Y £2,000 to reflect the prolonged significant distress and inconvenience caused to him by its maladministration.

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

Ombudsman’s Determination

Outcome

Miss N’s complaint is upheld, and to put matters right Fast Pensions should provide a full response to Miss N’s questions about the status and security of the Plan and assist her in exercising her statutory right to a transfer out of the Plan to a named pension arrangement that is willing and able to accept it, if she so wishes. Fast Pensions should also pay Miss N £2,000 to reflect the prolonged significant distress and inconvenience caused to her by its maladministration.

Ombudsman’s Determination

Outcome

I do not uphold the Estate’s complaint and no further action is required by Hargreaves Lansdown, the Trustees and AON.

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

Complaint summary

The Estate’s complaint against Hargreaves Lansdown, the Trustees and AON is about the delay in the completion of the late Mr N’s transfer request.