Pension Transfers Decision Reference 2025-0206

• Case Outcome: Rejected
• Year: 2025
• Reference: 2025-0206
• Date: 19 December 2025
• Subject Matter: Pension Transfers
• Finantial Sector: Investment
• Conducts Complained Of: Failure to process instructions in a timely manner

Decision Ref:

2025-0206

Sector:

Investment

Product / Service:

Pension Transfers

Conduct(s) complained of:

Failure to process instructions in a timely manner

Outcome:

Rejected

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

Background

The Complainant was a member of a Pension Scheme (‘the Scheme’) established by her

former employer (‘the Company’). The Provider was the Registered Administrator of the

Scheme, appointed by the Trustees and the Company. This complaint relates to the time

taken in March 2000 to execute the Complainant’s instruction to move her pension

investment into a category of investment that was less exposed to market risk.

The Complainant’s Case

The Complainant says that on 10 March 2020 she telephoned the Scheme Advisor and

explained to it that she wished to “de-risk” her pension investment, which at that time was

in an investment strategy portfolio with a risk rating of 4 (“medium risk”). The Complainant

states that following this telephone call, the Scheme Advisor emailed the Provider that

same day requesting information specific to the process for switching investment funds.

The Complainant says that as she had received no response from either the Provider or the

Scheme Advisor, she emailed both entities at 10:51 on 13 March 2020 stating “I would

appreciate a reply to e-mail”. The Complainant says that the Provider emailed its response

at 12:14 on 13 March 2020 and that following a telephone call with it, she then emailed

the Provider at 14:55 on 13 March 2020, as follows: