When Delays Cost Money – And Persistence Secures Redress

This month we are able to share with you another example of how we ensure our clients get the best possible result and service at Clarity Wealth Limited.

It maybe difficult some times for clients to know or understand what is acceptable or not from large financial service providers and it can feel daunting taking them to task. However we have years of experience in this and we know what is acceptable and what is not..

We know that delays and poor service from providers don’t just cause frustration — they can result in real, measurable financial loss. That’s why we never let those issues go unchallenged.

Recently, we acted on behalf of a client following serious failings during a pension transfer with X provider.

Despite clear instructions and regular follow-ups from both ourselves and Z provider the transfer was:

❌ Not completed on the date promised
❌ Subject to conflicting and confusing communications
❌ Further delayed to the point that a Market Value Adjustment (MVA) was applied

The result? A transfer value significantly reduced — through no fault of the client.

When we raised a formal complaint, we weren’t just met with an apology. We were met with action.

🔍 X Provider admitted to failing in service
📉 Confirmed the avoidable delay had caused financial harm
🧾 Calculated the loss using a Financial Ombudsman Service-approved method
💷 A 4-figure sum paid in redress, including interest
🤝 A further 3-figure sum for the upset and inconvenience
📨 Agreed to consider further adviser time costs separately

The redress will never restore the time lost — but it does restore the principle. And importantly, it reinforces a key message: Advocacy matters.

✅ Financial loss acknowledged and compensated
✅ The client’s position made right
✅ A provider held accountable

At Clarity, we fight for fair outcomes. Because our clients — and their financial futures — deserve nothing less.

The result was a happy client and hopefully a learning or change in processes at the firms in question

👏 Thank you to the team for your attention to detail and tenacity throughout this case.