Ombudsman’s Determination

Outcome

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

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

Ombudsman’s Determination

Outcome

I do not uphold Mrs Y’s complaint and no further action is required by Phoenix Life.

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

Complaint summary

Mrs Y’s complaint concerns her being unable to take a lump sum and annuity from the Policy, despite the fact that there are documents from when she first took out the Policy stating that she would be able to.

Ombudsman’s Determination

Outcome

I do not uphold Mr S’ complaint and no further action is required by AFM, Dalriada or Incartus.

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

Complaint summary

Mr S has complained that he has not been able to take his tax free lump sum and that he was not provided with timely information about the change of trustee.

Ombudsman’s Determination

Outcome

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

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 Aviva

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

Complaint summary

Mr R’s complaint is that he received poor service from Friends Life (FL), now part of the Aviva group, and was charged an exit fee when he transferred to a drawdown policy with Aviva.

Ombudsman’s Determination

Outcome

I do not uphold Mr 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 S has complained that Prudential improperly persuaded him to pay additional voluntary contributions (AVCs). He also alleges that he was not informed that he could purchase added years through the Scheme.

Ombudsman’s Determination

Outcome

I do not uphold Mr 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 S has complained that Prudential improperly persuaded him to pay additional voluntary contributions (AVCs). He also alleges that he was not informed that he could purchase added years through the Scheme.

Ombudsman’s Determination

Outcome

Mrs J’s complaint against DWP and MyCSP 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, DWP should (1) provide MyCSP with correct and up to date information in relation to Mrs J’s Scheme membership, so that MyCSP can provide her with corrected statements and (2) pay Mrs J £1,000 in respect of the serious distress and inconvenience this matter has caused. MyCSP is not required to take further action.

Ombudsman’s Determination

Outcome

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

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

Complaint summary

Mr N’s complaint about Phoenix Life is that he was not informed how legislative changes in April 2015, would affect his entitlement to benefits in the Policy.

Ombudsman’s Determination

Outcome

I do not uphold Mrs E’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 E’s complaint is that Prudential misinformed her and her late husband Mr E, about the benefits payable under a ten-year payment guarantee option in a single life annuity policy, that he had purchased from Prudential.