# PENSION PROVIDER COMPLAINT LETTER
Date: 16 January 2031
Parties: Owen Price and Harbourlife Pensions Limited
## 1. Purpose and parties
Owen Price makes a formal complaint about Harbourlife personal pension HL-90831. He requested a transfer to an authorised receiving scheme on 3 July 2030, yet Harbourlife did not complete it until 18 November and deducted a £640 exit charge not shown in the illustration he received.
## 2. Facts, scope and terms
During the delay Owen lost the opportunity to invest at the receiving scheme's agreed date and received two statements with inconsistent fund values. He does not claim a guaranteed investment return; he asks Harbourlife to explain administration, identify the contractual and regulatory basis for the charge, and assess loss caused by avoidable delay.
## 3. Process and responsibilities
Harbourlife should investigate the transfer file, call recordings, illustrations, receiving-scheme communications, identity checks and any risk of scam or safeguarded-benefit issue. Owen cooperated with identity requests and the receiving scheme confirmed it was authorised; he asks for a written calculation rather than a generic apology.
## 4. Evidence, records and safeguards
Owen encloses the application, statements, fee illustration, transfer confirmation and receiving scheme correspondence. Records must be retained securely, corrected where inaccurate and disclosed only through the proper complaint channel. Harbourlife should not backdate a transaction record to make the delay disappear.
## 5. Review, escalation and outcome
He asks for a final response under the provider's complaints procedure and the applicable FCA rules. If the issue concerns maladministration of the occupational or personal pension, Owen may take an unresolved complaint to The Pensions Ombudsman after the provider process and any required adjudication steps; he will observe the Ombudsman's time limits and jurisdiction.
## 6. Reservations and practical protections
Nothing asks Harbourlife to give personal investment or tax advice, and Owen reserves statutory compensation and redress rights. He remains willing to provide further evidence and asks for accessibility support by email.
## 7. England and Wales law and completion
The complaint is made under England and Wales law on 16 January 2031 to complaints@harbourlife.example and by post, each a permitted method. Owen signs; the complaint is not a waiver of court or ombudsman rights.