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Common types of complaint

The most common types of complaints and disputes which are most likely to be referred to the Pensions Ombudsman are:

Ill-health complaints – complaints about whether an ill-health pension should have been granted

Overpayment complaints – complaints about recovery of overpayments of pension or other benefits

Discretionary decisions – complaints about discretionary decisions made by trustees or managers (including whether a lump sum death benefit held on discretionary trusts has been paid to the correct person)

Misleading or inaccurate information – complaints about inaccurate and misleading information

Failure to provide information or advise the member on their options or rights under the Scheme – complaints about failure to provide information or advise members on their rights or about inaccurate information about their rights

Transfers – disputes in connection with transfers

Charges – complaints about charges levied by managers and administrators of personal pension schemes

Investments – disputes in relation to investments

Self-directed pension schemes/Self-invested pension schemes – disputes about the administration of self-directed pension schemes/self-invested pension schemes

All complaints and disputes will be determined:

  1. individually after a detailed consideration of the background to the complaint and

  2. in accordance with accepted Isle of Man legal principles which can change and develop over time
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