Judicial Pension Scheme 2015 (CAS-76105-K4V1)

Ombudsman’s Determination

Outcome

Mr E’s complaint is upheld in part. MoJ and XPS shall pay £500 each (and so £1,000 in total) in recognition of the serious distress and inconvenience caused to Mr E.

Complaint summary

Mr E complained that XPS delayed the transfer of his benefits from his ReAssure Personal Pension (the ReAssure pension) and the Lloyds Bank Pension Scheme No 2 (the Lloyds pension) into the Scheme. He said, in summary:-

• XPS’ letter dated 5 March 2020 guaranteed his quoted ReAssure pension transfer value. He would like it to honour that figure rather than the actual value ReAssure transferred.
• XPS’ customer service was extremely poor, so he had to continually contact it to expedite both his transfers. 
• XPS was slow to acknowledge his Pension Purchase payments.
• He should be awarded £2,000 for the severe distress and inconvenience that XPS’ delays, poor administration, and slow customer service caused him. He would also like MoJ to separately pay him £1,000 for the serious distress and inconvenience it caused him by not addressing his complaint points in its Internal Dispute Resolution Procedure (IDRP) stage two response. He considered that MoJ had simply repeated XPS’ complaint response.