Partially upheld: pension transfer administration and handling; communication failures; data handling complaint against InvestEngine (UK) Limited

Decision detail

Summary

Mr G complained that InvestEngine inefficiently handled his SIPP transfer from Provider X, citing poor communication, data handling, and repeated information requests. The transfer was delayed due to discrepancies between the two providers' records: Mr G had provided an incorrect NI number (unintentionally) and InvestEngine's account used both his surnames while Provider X's account had only one. InvestEngine submitted the transfer request via the Origo platform, which was rejected twice due to these mismatches. InvestEngine also made an administrative error referring to 'Hargreaves Lansdown' instead of Provider X. The ombudsman found that while InvestEngine had communication shortcomings, the primary cause of delay was Mr G's personal detail discrepancies and his reluctance to correct them, not InvestEngine's handling. The ombudsman upheld the complaint only to the extent that the £75 compensation should be paid in cash directly rather than credited to Mr G's pension account.

The Ombudsman's reasoning

The ombudsman found that the main causes of delay were discrepancies in Mr G's personal details (NI number and surname) that he provided to InvestEngine, not failures by InvestEngine. While Mr G's NI number error was unintentional, it was reasonable for providers to require the complete correct number. InvestEngine's decision to use Mr G's full name from his driving licence was reasonable. There was insufficient evidence that the transfer was sent to the wrong department. The ombudsman found possible limitations in the Origo system affecting both providers' visibility of rejection reasons. Mr G's own reluctance to correct his details contributed significantly to delays. The reference to Hargreaves Lansdown was an isolated administrative error corrected the next day with no actual data breach. The £75 compensation was appropriate but should be paid in cash rather than credited to the pension account.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website