G4S Pension Scheme (PO-6325)

Ombudsman’s Determination

Outcome

Mr N’s complaint against JLT is partly upheld, but there is a part of the complaint I do not agree with. To put matters right, for the part that is upheld, JLT should pay Mr N £1,000 for the very significant distress and inconvenience caused.

The complaint against the Trustee is not upheld.

My reasons for reaching this decision are explained in more detail below.

Complaint summary

Mr N has complained that the Trustee and JLT failed to undertake adequate due diligence on the Capita Oak Pension Scheme (Capita Oak), before transferring his pension. Had they done so, and alerted him to the risks, he says he would have cancelled the transfer.