NHS Pension Scheme (PO-11827)

Ombudsman’s Determination

Outcome

I agree that part, but not all, of this complaint should be upheld. To put matters right NHS BSA should pay Ms P £500 in recognition of the distress and inconvenience caused by providing misleading information in their email of 29 April 2015.

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

Complaint summary

Ms P’s complaint against NHS BSA is she disagrees with their decision not to transfer her benefits to an overseas pension scheme.  She says that NHS BSA approved the transfer before changes were made to legislation and therefore NHS BSA should honour the original transfer request.