Not upheld: poor service - call handling, access to account, routing failures complaint against Scottish Widows Limited

Decision detail

Summary

Mr H complained to Scottish Widows because call handlers could not trace his drawdown pension when he called on 14 August 2025, leading to long wait times and transfers between staff members. Although Mr H did not know his policy number, he had informed the handler it was a drawdown policy. Scottish Widows acknowledged poor service and offered Web Support assistance, which Mr H declined, but he was able to access his account online later that day. Mr H subsequently withdrew his entire drawdown pension and transferred his workplace pension, incurring additional tax. The ombudsman did not uphold the complaint, finding the £30 compensation already paid was fair and reasonable for a service failure resolved the same day, and that Mr H's withdrawal decision was his own choice.

The Ombudsman's reasoning

The ombudsman acknowledged that Scottish Widows provided poor service with call handling difficulties and long wait times. However, the firm offered appropriate assistance through the Web Support team, which Mr H declined. Since Mr H was able to access his account online the same day and the issue was resolved quickly, the £30 compensation was proportionate under FOS guidelines. The ombudsman noted that Mr H's decision to withdraw his funds and incur tax was his own choice, not something Scottish Widows should be held responsible for. Complaint handling delays are not a regulated activity that FOS can consider, and businesses have eight weeks to respond under FCA rules.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website