The British Tourist Boards’ Staff Pension and Life Assurance Scheme
(PO-14752)

Ombudsman’s Determination

Outcome

Mr D’s complaint against Capita 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) Capita should pay interest on the missed annuity payment, and compensate him for the significant distress and inconvenience it has caused him to suffer.

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

Complaint summary

Mr D says Capita unreasonably delayed the transfer out process in his case. As a result, he missed out on securing a fixed term annuity with a guaranteed maturity value (GMV) of £91,387, and payment of his annuity was delayed.

Mr D says he had unused personal allowance in the 2014/15 tax year. But for Capita’s unnecessary delays, his first pension instalment would have been paid before 5 April 2015, and he would not have incurred around £300 in income tax.