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HSBC Bank (UK) Pension Scheme (PO-24254)

Complainant: Mrs R
Complaint Topic: Benefits: overpayment (recovery of)
Ref: PO-24254
Outcome: Partly upheld
Appeal outcome: None
Respondent: HSBC Bank Pension Trust (UK) Limited (the Trustee)
Willis Towers Watson (WTW)
Type: Pension complaint or dispute
Appeal: No

Ombudsman’s Determination


Mrs R’s complaint against the Trustee and WTW 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, WTW shall pay Mrs R £500 in recognition of the significant distress and inconvenience she has suffered because of its error. I do not uphold the complaint against the Trustee.

Complaint summary


Mrs R’s complaint concerns the failure to apply a deduction to her pension benefits from age 60. Consequently, an overpayment has occurred which the Trustee is seeking to reclaim. Mrs R disputes the repayment of these funds.

Further, Mrs R says she was not informed that the deduction was a feature of the Scheme and says she did not agree to this.

View determination


Related decisions

  • Teachers’ Pension Scheme (CAS-13449-R1C9)
    Complainant: Mrs S
    Respondent: Teachers' Pensions
    Outcome: Partly upheld
    Complaint Topic: Benefits: overpayment (recovery of)
    Ref: CAS-13449-R1C9
  • Invensys Pension Scheme (CAS-37581-L1V4)
    Complainant: Mr S
    Respondent: Invensys Pension Trustee Limited
    Outcome: Not upheld
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    Ref: CAS-37581-L1V4