Ombudsman’s Determination

Outcome

Mr E’s complaint against the Trustee and 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, the Trustee should pay Mr E an award of £500, in addition to the £500 that he has already received, in respect of the significant non-financial injustice he has suffered.

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

Ombudsman’s Determination

Outcome

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

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

Complaint summary

Mr A has complained that the fund growth detailed in the Plan’s fund factsheet does not match the limited growth achieved by his Plan. He therefore suggests the fund factsheet is misleading and is not fit for purpose.

Mr A would like Aegon to increase his fund value to match the returns detailed in the fund factsheet.

Ombudsman’s Determination

Outcome

I do not uphold Mr S’ complaint and no further action is required by James Hay, other than those that it is already in the process of completing.

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

Complaint summary

Mr S complains about James Hay’s administration of his SIPP, and the changes made to its terms and conditions, as well as the fees charged, of which he says he had no notification.

Ombudsman’s Determination

Outcome

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

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

Complaint summary

Mr N’s complaint against Hornbuckle is about delays, incorrect information and poor customer service, from 2011 to 2015. He calculates the total cost of resolving these issues to be more than £14,000.

Ombudsman’s Determination

Outcome

I do not uphold Mrs M’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 M has complained that, as a deferred member, she was provided with incorrect advice on how to claim her NHS pension at age 55 and that as a result she took several steps that she otherwise would not have done.

Ombudsman’s Determination

Outcome

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

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

Complaint summary

Mr T has complained that he received information which led him to believe he would receive a higher pension when he reached retirement age.

Ombudsman’s Determination

Outcome

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

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

Complaint summary

Mr N has complained that errors were made concerning the revised commutation factors issued by GAD in April 2011. He considers that the errors relate to when the factors were prepared, how often they were prepared and how they have been implemented.

Ombudsman’s Determination

Outcome

I do not uphold Mr N’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 N complains that Prudential’s sales representative improperly persuaded him to pay additional voluntary contributions (AVCs) to Prudential. He also alleges that the sales representative did not inform him that he could purchase past added years (PAY) in the Teachers’ Pension Scheme.

Ombudsman’s Determination

Outcome

I do not uphold Mrs N’s complaint and no further action is required by Prudential

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

Complaint summary

Mrs N’s complaint against Prudential is about their decision not to allow her to cash in her annuity for a lump sum.

Ombudsman’s Determination

Outcome

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

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

Complaint summary

Mrs L has complained about Aviva’s errors in the administration of the Plan. Specifically, it incorrectly recorded her address which has resulted in her concerns over data protection.