Skip to main content

HSBC Bank (UK) Pension Scheme (PO-23025)

Complainant: Mrs K
Complaint Topic: Misquote/misinformation
Ref: PO-23025
Outcome: Partly upheld
Respondent: 1. HSBC
2. HSBC Actuaries and Consultants Ltd
3. HSBC Pension Trust (UK) Ltd
Type: Pension complaint or dispute

Ombudsman’s Determination


Mrs K’s complaint 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) within 21 days of the date of this Determination, the Trustee shall pay £1,000 to Mrs K, in recognition of the serious distress and inconvenience caused by HSBC A & C Ltd.

Complaint summary

Mrs K’s complaint is that HSBC A & C Ltd, acting on behalf of the Trustee, provided her with incorrect information about the increases that would apply to her deferred pension between the date she left the Scheme and her retirement. She claims she relied on this incorrect information in planning her retirement and has suffered a financial loss as a result.

View determination


Related decisions

  • NHS Pension Scheme (CAS-63106-F3Z0)
    Complainant: Ms T
    Respondent: NHS Business Services Authority
    Stoke Gifford Medical Centre
    Outcome: Partly upheld
    Complaint Topic: Misquote/misinformation
    Ref: CAS-63106-F3Z0
  • Pilots' National Pension Fund (CAS-55231-T8P5)
    Complainant: Mr L
    Respondent: PNPF Trust Company Limited (the Trustee)
    Outcome: Partly upheld
    Complaint Topic: Misquote/misinformation
    Ref: CAS-55231-T8P5