The Maxwell Drummond Group Pension Scheme (PO-20909)

Ombudsman’s Determination

Complaint Summary

Mrs Y’s complaint against SW is about its decision to distribute death benefits under the Scheme. She believes it followed the wrong process and made the wrong decision.

Summary of the Ombudsman’s Determination and reasons

The complaint should be upheld because SW failed to follow a correct and fair decision-making process. In particular, it failed properly to consider Mrs Y’s marital status at the time of Mr Y’s death, and failed to make a fresh decision, following its initial decision and Mrs Y’s further submissions.