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New Airways Pension Scheme (PO-20278)

Complainant: Ms S
Complaint Topic: Misquote/misinformation
Ref: PO-20278
Outcome: Not upheld
Respondent: 1. British Airways Pension Services Limited (BAPSL),
2. New Airways Pension Scheme Trustee Limited (the Trustee)
Type: Pension complaint or dispute

Ombudsman’s Determination


I do not uphold Ms S’ complaint and no further action is required by BAPSL or the Trustee.

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

Complaint summary

Ms S alleges that BAPSL provided misleading information and made other administrative errors following her subsequent enquiries. Ms S says she delayed exercising her right to take a cash equivalent transfer value (CETV) as a direct result.

Ms S maintains that she was treated unfairly and differently from her colleagues, as she was not specifically informed about impending changes to the Scheme’s transfer factors.

View determination


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