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NHS Pension Scheme (CAS-41310-M3X4)

Complainant: Mrs N
Complaint Topic: Benefits: refusal/failure to pay or late payment
Ref: CAS-41310-M3X4
Outcome: Not upheld
Appeal outcome: None
Respondent: NHS Business Services Authority
Type: Pension complaint or dispute
Appeal: No

Ombudsman’s Determination


I do not uphold Mrs N’s complaint and no further action is required by NHS BSA.

Complaint summary

Mrs N has complained that NHS BSA asked her for evidence of her date of birth, her marriage and her husband’s date of birth. She stated that she did not have a birth certificate and was unwilling to send her passport to NHS BSA in the post. She commented that she had offered to have her documents witnessed locally by the NHS.

Mrs N said that the certified copy of her paper driving licence, which she had provided to NHS BSA, should have been adequate evidence of her date of birth.

Mrs N said that NHS BSA’s unwillingness to accept the evidence that she had offered had held up the payment of her retirement benefits.

Mrs N indicated that, as she was entitled to receive a one-off lump sum payment, which would extinguish any entitlement to a spouse’s pension, she did not intend to provide any evidence of her marriage or her husband’s date of birth.

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