Hornbuckle Mitchell Self Invested Personal Pension (CAS-45577-J6B8)

Ombudsman’s Determination

Outcome

I do not uphold Mr D’s complaint and no further action is required by Embark Group Limited 

Complaint summary

Mr D complained that:

• The Administrator failed to respond to an Origo transfer request, causing avoidable paperwork to be required. It avoided answering questions about the Origo transfer. 
• The Administrator failed to execute a partial transfer following sale of a share portfolio.
• The Administrator delayed the sale of an investment account, which caused a delay in executing his transfer and resulted in a financial loss.
• He suffered poor and delayed service.
• The Administrator agreed to refund fees then refused to do so.
• The Administrator failed to properly investigate his complaint or provide the timeline of events he requested.