British American Tobacco UK Pension Fund (CAS-78822-L4Q5)

Ombudsman’s Determination

Outcome

I do not uphold Mrs E’s complaint and no further action is required by Capita or the Trustee.

Complaint summary

Mrs E complained that:

• the cash equivalent transfer value (CETV) of her benefits in the Scheme, which were transferred in February 2021, was significantly less than the CETV quotation she was given in February 2020 (the February CETV quotation). (Complaint 1)
• the handling of her enquiries about ill health retirement meant that she was unable to accept the February CETV quotation by the deadline. (Complaint 2)  
• the Trustees refused to extend the CETV guarantee period. (Complaint 3)