Hogan Lovells

Key Dates

Determination issued 26 July 2017.


A pension trustee's failure to respond to a member's request for funding information and application for internal dispute resolution caused significant distress and inconvenience, meriting an award for non-financial loss of £2,000.


A member had requested funding information about his pension on multiple occasions and received insufficient response. The scheme also failed to respond to the member's application for the internal dispute resolution procedure.


The Ombudsman upheld the complaint of  maladministration. The trustee had been "extremely uncooperative" for no "relevant reason".

The Ombudsman directed the trustee to pay the member £2,000 for the distress and inconvenience suffered and directed that the information and (if required) a transfer value must be provided, commenting that his directions were enforceable in the County Court.

Date Accessed: 03/12/2021