Friends Life Retirement and Death Benefits Scheme (PO-10904)

Ombudsman’s Determination

Outcome

I partially uphold Mrs E’s complaint and direct Friends Life to pay her £500 in respect of the significant distress and inconvenience she has suffered.

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

Complaint summary

Mrs E is unhappy because for a number of years Friends Life provided her late husband (Mr E) with incorrect figures of her spouse’s pension. In particular, he was repeatedly told the spouse’s pension would be higher than it is. Mrs E states Mr E relied on this information during his estate planning, and that had he known the correct figures, he would have made additional provision for her.