NHS Pension Scheme (PO-8966)

Ombudsman’s Determination

Outcome

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

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

Complaint summary

Mrs Y has complained that an error in the information that NLD submitted to NHS Business Services Authority (NHS BSA) (formerly NHS Pensions) resulted in NHS BSA providing an overinflated retirement quotation on 7 November 2012. Mrs Y relied upon this quotation and decided to retire.

Mrs Y raised a complaint with NHS BSA which was determined by the previous Ombudsman in May 2015. The previous Ombudsman did not uphold the complaint, however it was noted that NHS BSA had said that incorrect information was provided by her employer, NLD, leading to the error. Nevertheless the determination stated, “since Mrs Y should have noticed the error, then even if her employer was responsible for it, I do not think that she should expect significant compensation”.