Teachers’ Pension Scheme (PO-22088)

Ombudsman’s Determination

Outcome

Mrs Y’s complaint against TP is party upheld. To put matters right, TP shall pay £500 for the distress and inconvenience caused.

Complaint summary

Mrs Y has complained about the time taken for TP to calculate her pension accurately. Mrs Y has also said:-

· She was not informed until late in the process that she could have claimed her pension while the discrepancies on her pension records were being investigated.

· She was caused “stress” by the loss of income over a ten-month period.

· TP should have been assisting her in a successful early outcome.

· TP did not reply to her queries, or when it did reply it was not within reasonable time scales.

· Her time was wasted in protracted and often fruitless telephone calls to TP, her Employer and the Local Authority, trying to rectify the administrative errors.

· The bulk of her complaint was not addressed in the Internal Dispute Resolution Procedure (IDRP).