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:
- individually after a detailed consideration of the background to the complaint and
- in accordance with accepted Isle of Man legal principles which can change and develop over time
