NHS Pension Scheme (PO-17167)

Ombudsman’s Determination

Outcome

Dr L’s complaint against NHS Pensions 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 Pensions should compensate her for the non-financial loss she has suffered.

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

Complaint summary

Dr L says she decided to purchase additional pension and retire at age 60, based on an inflated pension estimate provided in August 2013. By the time she became aware of the mistake, she had already committed to exchanging contracts on her house and on a new property and had made lifestyle changes. Had she been given correct figures, she would not have purchased additional pension in 2014, and would have remained in employment until May 2016.

Dr L says NHS Pensions also delayed paying her pension benefits.