Let me tell you now that pension companies are a pain in the backside. In spades.
I had a problem with a mainstream pension company where they told me that I could do something and sent me the application form and then when I fill the application form and they told me that I couldn’t. It took 2 ½ years to resolve.
I have also come across this before where they want a printed copy of the bank statement and they will not accept an online one and as you have said, you opted out of paper statements (as indeed I have) some years ago. You can always opt back in, get a statement, and then opt back out again or call into the bank and ask them to print something or get the bank to contact them directly.
However legally they don’t need any of this. All they need is you to give them details of your bank account and that’s it. They don’t have to have all this paperwork.
So can we reasonably refuse? In my opinion, not at all.
You can either take them to court or make a complaint to the Pension Ombudsman but the problem is that the Ombudsman is going to take 12 months.
I agree with everything you’ve been told by your own bank.
I would tell them that unless they accept what you already have, then they are going to be in front of the Pension Ombudsman and you will be asking the Ombudsman to award compensation against them in respect of the delay and interest.
You could always make a complaint in writing to the head of the pensions department at the pension provider stating all of the above and see whether that gets you anywhere. Meanwhile, I would get straight on the case with the Ombudsman.
Thank you for letting me assist you with your legal question. I am glad that I was able to help.
I am not certain whether that answers the question for you or not, but I am happy to answer any specific points arising from this.
It will be my pleasure to help you again either further with this or any future questions you have