Ombudsman’s Determination

Outcome

Mr S’ complaint against Friends Life is partly upheld, but there is a part of the complaint I do not agree with. To put matters right for the part that should be upheld Friends Life should pay total compensation of £1,000.

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

Complaint summary

Mr S has complained that Friends Life could not initially trace the Scheme, and that as a consequence of this he received no information regarding his potential retirement benefits.

Ombudsman’s Determination

Outcome

Mr D’s complaint against Capita 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) Capita should pay interest on the missed annuity payment, and compensate him for the significant distress and inconvenience it has caused him to suffer.

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

Ombudsman’s Determination

Outcome

I do not uphold Mr N’s complaint and no further action is required the Trustees.

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

Complaint summary

Mr N is complaining about the reduction that is being applied to his Cash Equivalent Transfer Value (CETV).

Ombudsman’s Determination

Outcome

I do not uphold Mr H’s complaint and no further action is required by MyCSP.

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

Complaint summary

Mr H’s complaint against MyCSP is about its failure, to provide a guaranteed transfer value of his benefits in the Scheme by 5 April 2015, to allow a transfer to a Defined Contribution (DC) arrangement. After this date, transfers were prohibited, so Mr H was unable to complete his transfer.

Ombudsman’s Determination

Outcome

I do not uphold Mr N’s complaint and no further action is required by WYPF.

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

Complaint summary

Mr N’s complaint about WYPF is that it failed to provide him with sufficient information about his options upon retirement, and it did not give adequate notice regarding the requirement to apply for a Cash Equivalent Transfer Value (CETV) at least 12 months’ in advance of their retirement date.

Ombudsman’s Determination

Outcome

Ms E’s complaint is partly upheld, but there is a part of the complaint I do not agree with. To put matters right, the Council should compensate her for the non-financial loss she has suffered.

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

Complaint summary

Ms E says that she was not previously made aware of any restrictions to transfer out after her 59th birthday. As a result, she was unable to make informed financial decisions about her pension.

Ombudsman’s Determination

Outcome

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

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

Complaint summary

Mr I has complained about the fees applied to the SIPP when transferring from Heritage; whether they are legitimate; and, delays encountered in the transfer being finalised.

Ombudsman’s Determination

Outcome

I do not uphold Mr K’s complaint and no further action is required by Liberata.

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

Ombudsman’s Determination

Outcome

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

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

Complaint summary

Mr R has complained that, following his application, the Trustee transferred his pension to Capita Oak Pension Scheme (the Capita Oak Scheme) without performing adequate checks on the receiving scheme and the pension monies have now been lost.

Ombudsman’s Determination

Outcome

Ms S’ complaint is upheld and to put matters right the Trustee and DTL should provide a full response to the questions raised by Ms S, and pay her £1,000 each to reflect the significant distress and inconvenience caused to her by their maladministration. If Ms S wishes to exercise her statutory right to a transfer value from the Scheme to a named pension arrangement that is willing to accept it, the Trustee and DTL should pay a transfer value to that arrangement.