NHS Pension Scheme (PO-11621)

Ombudsman’s Determination

Outcome

Mr S’ complaint against NHSBSA is partly upheld, but there is a part of the complaint I do not agree with. To put matters right (for the part that is upheld), NHSBSA should pay Mr S £1,000 for the significant distress and inconvenience caused by its maladministration.

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

Complaint summary

Mr S has complained that:

• NHSBSA made an unauthorised reduction to the membership credited to him in 2009, following his transfer from the Teachers’ Pension Scheme (TPS);
• NHSBSA’s electronic records for him are inaccurate and change his membership to show that he is not a member of the 1995 Section of the Scheme, despite many assurances the problem has not been rectified and is still ongoing; and
• he has received extremely poor service from NHSBSA and his health has suffered significantly due to the stress and anxiety NHSBSA has caused since he first raised the issue in August 2015.