The latest edition of the FOS Ombudsman News provides some useful commentary on complaints involving defined benefit to defined contribution pension transfers along with some case studies to highlight this. Although some of the examples included may not appear to be directly relevant to your firm’s business it is important to consider the underlying message.
As part of your complaints handling procedures you should take into account relevant FOS guidance and final decisions when assessing complaints received. A database of FOS decisions is available at: FOS – Ombudsman Decisions. You can use the database search facility to find cases with particular key words (e.g. attitude to risk), types of financial products (e.g. pensions and investment) and the FOS outcome (whether upheld or not). The FOS website also contains a wide range of publications on complaints: FOS - Publications.
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