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Police Pension Scheme (CAS-35965-Y9K9)

Complainant: Mrs D
Complaint Topic: Benefits: refusal/failure to pay or late payment
Ref: CAS-35965-Y9K9
Outcome: Not upheld
Appeal outcome: None
Respondent: Metropolitan Police Service
Shared Services Connected Ltd
Equiniti Paymaster
Type: Pension complaint or dispute
Date:
Appeal: No

Ombudsman’s Determination

Outcome

I do not uphold Mrs D’s complaint and no further action is required by MPS, the Administrators or Payroll.

Complaint summary

Mrs D has complained that when the Administrators received her retirement forms in September 2018, it was incorrectly recorded that her pension should commence on 19 December 2018. As a result:-

· Her pension commencement lump sum (PCLS) was paid two months early, potentially affecting her rights to life cover and other benefits due to a serving officer.

· She had to return this money at her own expense. However, when the correct date for payment subsequently arrived, her PCLS was not paid on time.

Mrs D has also complained that:-

· The monthly pension payments were incorrect for the first three months, affecting her tax position.

· She had to follow up the matter repeatedly to have the payments corrected. It was not until June 2019, that she received an explanation of what had gone wrong with the processing of her pension and payment of the arrears into her bank account.

· Her temporary promotion salary had not been taken into account and she wanted her benefits recalculated.

· The errors and omissions warrant an award for the distress and inconvenience caused. Particularly, because her retirement holiday was "spoiled" by the worry the issues caused her.

View determination

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