Ombudsman’s Determination

Outcome

Mr Y’s complaint is partly upheld and to put matters right, MyCSP shall pay £100 and the Cabinet Office shall pay £400 to Mr Y, for the significant distress and inconvenience caused.

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

Complaint summary

Mr Y’s complaint concerns the loss of his Death Benefit Nomination Forms (DBN), following a transfer of the PCSPS’ administration from another company to MyCSP.

Ombudsman’s Determination

Outcome

I do not uphold Mr N’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 N’s complaint is that the Trustee failed to provide him with information about all the pension options available to him.

Ombudsman’s Determination

Outcome

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

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

Complaint summary

Ms A’s complaint concerns the settlement of her pension benefits. Ms A states that despite explaining that she wanted to receive her pension in instalments, Zurich’s acts and omissions resulted in her entire pension being paid in one payment, at a later date than anticipated.

Ombudsman’s Determination

Outcome

I do not uphold Mr D’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 D has complained that the Fund will not provide all the information he has requested. In particular, information relating to how the Fund is taking the potential risks of climate change into consideration.

Ombudsman’s Determination

Outcome

I agree that part, but not all, of this complaint is upheld. To put matters right in respect of the part that is upheld, Aviva shall pay the additional rental costs incurred (plus interest); and £800, in addition to the £200 previously paid, in recognition of the serious distress and inconvenience that has been caused to Mr H.

Ombudsman’s Determination

Outcome

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

Complaint summary

Miss Y has complained that Phoenix did not inform her that tax would be payable if she took benefits from her late father’s pension, the Policy, more than two years after his death.

Ombudsman’s Determination

Outcome

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

Complaint summary

Mrs N’s complaint concerns her membership in the Scheme. She says that she was not informed, prior to leaving the Scheme, that her benefits would be calculated differently, if she had less than two years’ membership in the Scheme.

Ombudsman’s Determination

Outcome

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

Complaint Summary

Mr N complained that when he was sent his retirement options, he was not provided with a transfer value illustration. Mr N considers that the absence of this information meant he was unable to make an informed decision when he selected his retirement benefits. Mr N said, had he known the transfer value amount, he would have transferred to another pension arrangement and received a higher lump sum.

Ombudsman’s Determination

Outcome

Mr R’s complaint against JLT 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) JLT should make an award to Mr R in respect of the non-financial injustice caused to him.

Complaint summary

Mr R complains that:

JLT contributed to the delays in him taking court action to amend an earmarking order.

JLT delayed acting on his request to draw his pension, causing the value of his pension to fluctuate.

Ombudsman’s Determination

Outcome

Mr N’s complaint is upheld. To put matters right Planning Together shall calculate Mr N’s investment loss, in accordance with the directions set out in paragraph 73 below, and pay him £1,000 in respect of the serious distress and inconvenience caused.

In addition, James Hay shall pay Mr N £1,000 for the serious distress and inconvenience caused and also refund its transfer out fee.