Royal London Group Personal Pension Plan (CAS-79505-D9P2)

Ombudsman’s Determination

Outcome

Mr S’ complaint against RL is partly upheld, but there is a part of the complaint with which I do not agree. To put matters right, RL shall pay Mr S £500 in recognition of the significant distress and inconvenience he has experienced as a result of its maladministration.

Complaint summary

Mr S has complained that:-

RL provided incorrect and misleading information in an annual benefits statement and insisted the information was correct when he queried it.

He missed an opportunity to make additional pension contributions as the result of his reliance on RL’s incorrect information. Had he been given the correct information, he would have considered using part of his savings to make additional pension contributions, rather than using it for other purposes.

He was forced to contact RL twice to correct its error, requiring him to make unnecessary telephone calls and causing him stress and inconvenience.