Ombudsman’s Determination

Outcome

I do not uphold Mr Y’s referral, and no further action is required by the Board.

Ombudsman’s Determination

Outcome

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

Ombudsman’s Determination

Outcome

I do not uphold Mr S’ complaint and no further action is required by the Fund beyond that already taken.  

Ombudsman’s Determination

Outcome

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

Complaint summary

Mr N’s complaint is that:- 

Ombudsman’s Determination

Outcome 

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

Complaint summary 

Mr Y has complained that Fidelity has denied him control of how and when he is able to take a withdrawal from his SIPP and that it has not processed payment of his benefits as per his instructions

Ombudsman’s Determination

Outcome 

I do not uphold Mrs S’ complaint and no further action is required by Mercer or the Trustee. 

Complaint summary 

Mrs S has complained that in April 2019, the Fund’s administrator at the time confirmed she had received an overpayment that would need to be refunded and it subsequently provided poor service in response to the related enquiries and complaints she raised.

Ombudsman’s Determination

Outcome 

Ms Y’s complaint is upheld and, to put matters right, the Trustee, the Company and Mercer shall take the actions set out in paragraphs 61, 62, 63 and 64 below.

Complaint summary 

Ms Y has complained that the Company delayed her redundancy date, and that before she could leave the Company, the Trustee and Mercer changed the Scheme’s actuarial factors, causing her financial detriment.

Ombudsman’s Determination

Outcome

Mr T’s complaint against CB is partly upheld. To put matters right, CB shall pay Mr T £1,000 in recognition of the serious distress and inconvenience he has experienced as a result of its maladministration.

Ombudsman’s Determination

Outcome

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

Ombudsman’s Determination

Outcome

Mrs S’ complaint against the HR Department is partly upheld. To put matters right,  the HR Department shall pay £500 to Mrs S for the significant distress and inconvenience caused to her.