Principal Civil Service Pension Scheme (PO-21314)

Ombudsman’s Determination

Outcome

Mrs J’s complaint against DWP and MyCSP 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, DWP should (1) provide MyCSP with correct and up to date information in relation to Mrs J’s Scheme membership, so that MyCSP can provide her with corrected statements and (2) pay Mrs J £1,000 in respect of the serious distress and inconvenience this matter has caused. MyCSP is not required to take further action.

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

Complaint summary

Mrs J’s complaint is against (1) DWP, her employer, and (2) MyCSP, the Scheme administrator, and relates to various issues that have occurred following her dismissal from, and re-instatement to, DWP.

In summary, she says DWP and MyCSP have provided unclear and inadequate information regarding her pension benefits. As a result, she has been unable to establish that her pension record has been corrected following re-instatement. Her complaint is outlined in her own words in the Appendix.