James Hay Modular iSIPP (CAS-57963-T5M1)
Ombudsman’s Determination
Outcome
I do not uphold Mr L’s complaint and no further action is required by James Hay.
Complaint summary
Mr L complained that he received a lower tax-free cash (TFC) lump sum than a representative of James Hay told him he would receive, and also that James Hay failed to send him cancellation rights after the lower value had been paid.
Mr L also complained about the processes implemented by James Hay when he requested access to his TFC lump sum, the subsequent delay in paying the TFC and the delays in dealing with his complaint.
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