NHS Pension Scheme (PO-10455)

Ombudsman’s Determination

Outcome

Dr N’s complaint is upheld and to put matters right, NHSBSA and her previous employer, NHS England, should each pay Dr N £500. This is to compensate her for the significant distress and inconvenience caused through errors made by NHS England over a three year period, and NHSBSA’s failure to notify her of the error.

My reasons for reaching this decision are explained in more detail below.

Complaint summary

Dr N is unhappy that NHSBSA provided her with incorrect pension estimates. In particular, she is concerned that NHSBSA noted there was an error in her pension record which would ultimately reduce the actual level of benefits to which she was entitled.  NHSBSA did not take steps to inform her of the discovery that her level of benefits would be reduced. The pension was subsequently put into payment at the lower level.

Dr N also complains of the error made by NHS England when an incorrect entry was made on her records. An inexperienced staff member incorrectly entered Dr N’s locum earnings onto her locum post and duplicated the earnings on her principal General Practitioner (GP) post.