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Santander (UK) Group Pension Scheme (CAS-50824-S1K7)

Complainant: Mr D
Complaint Topic: Benefits: refusal/failure to pay or late payment
Ref: CAS-50824-S1K7
Outcome: Partly upheld
Respondent: Trustees of the Santander (UK) Group Pension Scheme
JLT Benefit Solutions Limited
Type: Pension complaint or dispute
Date:
Appeal: No

Ombudsman’s Determination

Outcome

Mr D’s complaint against the Trustee and JLT is partly upheld. To put matters right, JLT shall pay Mr D £500 for the significant distress and inconvenience he has experienced. 

My reasons for reaching this decision are explained in more detail in paragraphs 70 to 78 below. 

Complaint summary

Mr D complained that JLT caused delays to the commencement of his pension payments and that it was not made clear to him that his pension payment date could have been delayed. 

He also stated that he lost out on over 50 days of pension payments.

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