DM1 Retirement Plan (PO-3588)

Ombudsman’s Determination

Outcome

Miss H’s complaint is upheld and to put matters right Fast Pensions should respond to Miss H’s questions regarding the status and value of her pension fund, and assist her in exercising her statutory right to a transfer.  Fast Pensions should also pay Miss H, £1,000, to reflect the distress and inconvenience caused to her by their maladministration.

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

Complaint summary

Miss H complains that Fast Pensions failed to respond to her enquiries about the status and security of the Plan, and provide her with the information that she requires to exercise her transfer rights to her preferred provider.

Miss H says that she would like Fast Pensions to allow her to transfer her pension fund from them.