Ombudsman’s Determination

Outcome

Mr D’s complaint against LPPA is partly upheld. To put matters right, LPPA shall implement the instructions set out in paragraph 107 below.

Complaint summary

Mr D’s complaint concerns: 

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.

Ombudsman’s Determination

Outcome

Mr N’s complaint is partly upheld. To put matters right, Capita shall pay a total of £1,500 to Mr N in recognition of the distress and inconvenience that he has suffered.

Ombudsman’s Determination

Outcome

Mr S’ complaint against the Council is partly upheld, and the Council shall pay Mr S £500 in respect of the significant distress and inconvenience he has experienced as a result of its maladministration. 

Ombudsman’s Determination

Outcome

Ms Y’s complaint against Countrywide is partly upheld. To put matters right, Countrywide shall pay Ms Y £500 for significant distress and inconvenience.  

Ombudsman’s Determination

Outcome

The complaint is only partially upheld. 

Ombudsman’s Determination

Outcome

Mr N’s complaint against the Trustee is partially upheld. To put matters right, the Trustee shall pay Mr N £1,000 for the serious distress and inconvenience he has experienced. 

My reasons for reaching this decision are explained in more detail in paragraphs 45 to 53 below.

Ombudsman’s Determination

Outcome

Miss I’s complaint against LCS, and Options as the Plan’s administrator, is partly upheld, but there is a part of the complaint with which I do not agree.

Ombudsman’s Determination

Outcome

Mr N’s complaint against TP is upheld in part. To put matters right, TP shall follow the recommendations in paragraph 70 below.

Complaint summary

Mr N has complained that TP has:

Ombudsman’s Determination

Outcome

The complaint is partly upheld to the extent that the Trustee provided Mrs N with confusing information regarding the treatment of her contributions via salary sacrifice. The Trustee shall pay Mrs N an award of £500, in recognition of the significant non-financial injustice she has suffered.