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Complainant: Mrs H
Complaint Topic: Misquote/misinformation
Ref: PO-18947
Outcome: Partly upheld
Respondent: 1. Ashford and St Peter’s Hospitals (ASPH)
2. NHS Business Services Authority (NHS BSA)
Type: Pension complaint or dispute

Ombudsman’s Determination


Mrs H’s complaint against ASPH and 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) ASPH shall pay Mrs H £2,000 and NHS BSA shall pay her £500 for the distress and inconvenience caused to her by its mishandling of her case.

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

Complaint summary

Mrs H’s complaint is that, as a result of the incorrect information she received from ASPH, she lost her ‘special class status’ (SCS). She therefore is unable to retire at age 55 with unreduced pension benefits.

Mrs H has also complained that NHS BSA declined her request for Voluntary Protection of Pay (VPP) on the grounds that no evidence had been provided that confirmed both employers (ASPH and South Warwickshire Foundation Trust) made formal step-down arrangements for her in October 2012.

View determination


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    Complainant: Ms T
    Respondent: NHS Business Services Authority
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