Ombudsman’s Determination

Outcome

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

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

Complaint summary

Mr T has complained that when he completed an online transaction to switch the funds in the Plan, he was unaware that this would rebalance all of his holdings in the Plan. He believes this has led to a loss caused by the online system being unfit for purpose.

Ombudsman’s Determination

Outcome

I do not uphold Mr S’s complaint, and no further action is required by AJ Bell.

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

Complaint summary

Mr S’s complaint against AJ Bell is about its poor service, negligence, maladministration and misconduct.

27Ombudsman’s Determination

Outcome

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

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

Complaint summary

Mr and Mrs E have complained that Sanlam have failed in its duty of care to them as beneficiaries of the SIPP by:

Ombudsman’s Determination

Outcome

Mr Y’s complaint against MW is partly upheld, but there is a part of the complaint I do not agree with. MW have already complied with the proposed action in the Adjudicator’s Opinion and therefore no further action is required.

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

Ombudsman’s Determination

Outcome

The applicants’ complaint against CB 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) CB should pay £750 for the additional loan interest of £750 that Mr I has incurred.

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

Complaint summary

The applicants have complained that they have been subject to poor administration and negligent advice by CB when purchasing a property for their SIPP.

Ombudsman’s Determination

 Complaint Summary

Mr and Mrs E’s complaint against CAM, MLA and MLT concerns the investment advice they received from CAM, MLA and MLT:

• CAM, MLA and MLT incorrectly informed Mr and Mrs E that they could hold certain machinery as assets; and
• CAM, MLA and MLT delayed in rectifying the matter.

Summary of the Ombudsman’s Determination and reasons

The complaint should be upheld against CAM, MLA and MLT because:-

Ombudsman’s Determination

Outcome

Mr M’s complaint against AJ Bell Investcentre 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) AJ Bell Limited should compensate him for any loss of interest, and pay him an award of £500 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 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 S has complained that Phoenix Life has not invested his pension fund appropriately, as other Phoenix Life funds have achieved a higher performance. He also complains that he did not receive annual statements from 2005 onwards.

Ombudsman’s Determination

Outcome

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

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

Complaint summary

Mr E says:-

• James Hay has failed to properly administer the SIPP. It gave him no bank account details so rent from the SIPP’s property could not be paid in. As a consequence, rent arrears have built up which he is unable to now pay.
• He wants clarification that James Hay’s fees are justified.

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 is unhappy with the way in which Aviva handled his request for a retirement pack. In particular, Mr R says there were numerous delays and communication errors, and he subsequently suffered a relapse in his mental health conditions.