FOS rejects retiree's Friends complaint despite decade of pension delays

David Grothier, a British expat in Spain who is in his seventies and reliant on medication, took his case to the FOS after suffering ten years of Friends repeatedly failing to pay his four annuities on time. Friends has admitted the delays were its fault. It has previously given Grothier ad hoc payments of £200 as recompense. A FOS adjudicator said it is "unfortunate" Grothier's previous pension payments have not been received on time, and is not "consistent with good customer service", but Friends has paid compensation and taken steps to avoid it happening again so the complaint will...