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NHS Pension Scheme (CAS-29964-N1S8)

Complainant: Mr Z
Complaint Topic: Benefits: refusal/failure to pay or late payment
Ref: CAS-29964-N1S8
Outcome: Partly upheld
Appeal outcome: None
Respondent: NHS Business Services Authority
Type: Pension complaint or dispute
Appeal: No

Ombudsman’s Determination


Mr Z’s complaint against NHS BSA is partly upheld. To put matters right, NHS BSA shall pay £1,000 to Mr Z for the serious distress and inconvenience that he has suffered.

Complaint summary

Mr Z has complained about NHS BSA’s delay in administering his pension. In particular, he is unhappy with the service he has received from NHS BSA in relation to:

· processing his claim and paying his pension benefits;

· providing information about his entitlement; and

· investigating and responding to his complaint, including the redress offered.


View determination


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