Prudential Personal Pension Plan (CAS-45689-F6H6

Ombudsman’s Determination

Outcome

I do not uphold Ms N’s complaint and no further action is required by Prudential.

Complaint summary

Ms N's complaint concerns the transfer of her ex-husband’s (Mr N’s) benefits in the National Grid UK Pensions Scheme (the NG Scheme) to the Plan. She says that Prudential gave her incorrect information, provided poor customer service and caused the transfer to be delayed. She maintains that this has caused her a loss of pension benefits, as well as distress and inconvenience.

Ms N is also unhappy that she was unable to cancel the transfer and that she encountered further issues when trying to transfer her benefits in the Plan to PensionBee.