NHS Injury Benefit Scheme (PO-11948)

Ombudsman’s Determination

Outcome

Mrs U’s complaint against NHS BSA 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, NHS BSA should pay Mrs U £500 for distress and inconvenience.

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

Complaint summary

Mrs U has complained that NHS BSA, the scheme manager, has awarded her Band 3 Permanent Injury Benefits (PIB). She believes it should award her Band 5 PIB, as it originally did before reversing its decision.