Teachers’ Pensions Scheme (PO-5291)

Complaint summary

Mrs Mather has complained that TP provided her with incorrect benefit quotations, due to wrongly including a period of service for which she had previously received a refund of contributions. She is seeking either substantial compensation for the decisions she made in reliance upon the incorrect information, or the level of benefits originally quoted to her.

Mrs Mather is also dissatisfied with the way in which she was notified of the error. She believes that TP should have notified her of the mistake, prior to processing her retirement application, so she could make an informed decision about whether to go ahead.

Summary of the Ombudsman’s Determination and reasons

The complaint should be upheld, because TP provided Mrs Mather with incorrect benefit quotations and in the circumstances it was reasonable for Mrs Mather to rely upon them.