Royal London Personal Pension Plan (CAS-41940-X1R4 & CAS-67647-W7K9)

Ombudsman’s Determination

Outcome

The complaint made by Mr and Mrs E against Royal London is partly upheld. To put matters right, Royal London shall pay Mr E and Mrs E an additional goodwill award of £100 offered during the course of the Adjudicator’s investigation in recognition of the clear distress and inconvenience which they have experienced dealing with this matter.

Complaint summary

Mr E and Mrs E have complained that Royal London failed to:

• provide them with the 2018 annual statements for the Plan policies in a timely manner; and
• answer Mr E’s questions about the Plan policies adequately so that they could make important decisions about the retirement options available to them.