Legal & General Group UK Senior Pension Scheme (CAS-43568-Q2N2)

Ombudsman’s Determination

Outcome

I do not uphold Mr S’ complaint and no further action is required by the Trustee or the Administrator. 

Complaint summary

Mr S has complained that the Trustee and the Administrator made errors during the transfer process that resulted in the transfer of his Cash Equivalent Transfer Value (CETV) being delayed. This meant his funds were out of the market for two weeks.  

Further, Mr S says that he received very poor service from the Administrator; its inadequate processes also delayed the transfer. Mr S has asserted that the Administrator has acknowledged that the design of its internal processes is such that making a transfer within its own stated service standards is impossible.  

Mr S believes the Trustee and Administrator have both failed in their duty to treat customers fairly and ensure client money is properly managed and not withheld unreasonably. Having acknowledged their administrative failings in this case, the Trustee and the Administrator have demonstrated no inclination to review their systems to prevent similar issues arising in the future.