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Complainant: Mrs Y
Complaint Topic: Benefits: incorrect calculation
Ref: PO-12178
Outcome: Not upheld
Respondent: NHS Pensions
Type: Pension complaint or dispute
Date:

Ombudsman’s Determination

Outcome

I do not uphold Mrs Y’s complaint and no further action is required by NHS Pensions.

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

Complaint summary

Mrs Y raised a complaint with NHS Pensions when she retired in 2012 about the exclusion of her bank hours. She is unhappy with the way NHS Pensions handled this complaint and, when she thought the matter had been settled, she was informed the calculations were incorrect.  She was issued with new calculations but, due to her previous involvement with NHS Pensions, she does not trust that these are correct.

Mrs Y also disagrees with the ex gratia payment NHS Pensions have made and believes that her additional distress and inconvenience warrant a higher payment.

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