Thomas Cook UK DC Pension Scheme (CAS-76480-G0L9)

Ombudsman’s Determination

Outcome

Mr N’s complaint is partly upheld. To put matters right, Aviva shall follow the actions set out in the section, “Directions”.

Complaint summary

Mr N has complained that Aviva delayed the implementation of his pension sharing order (the PSO), following his divorce from his former spouse, Mrs N.

Mr N said that the delay in implementing the PSO meant the transfer of his remaining pension benefits out of the Scheme was also delayed. By the time the transfer was completed, the unit prices of his preferred investments had increased, so he has suffered a financial loss.