NHS Pension Scheme (CAS-59525-R2W1)

Ombudsman’s Determination

Outcome

Mrs R’s complaint against NHS BSA is partly upheld. To put matters right for the part that is upheld, NHS BSA shall pay £1,000 to Mrs R in recognition of the serious distress and inconvenience it has caused her. 

Complaint summary

Mrs R complained that she took the decision to retire on the basis of figures she was given in a retirement quotation, dated 28 November 2019. When her pension was put in place, the actual amount she was to receive was substantially lower than the quotation. 

Mrs R said it is unlikely she would have chosen to retire, had she been given accurate figures in November 2019. She was the sole income-earner in the family and she and her husband have a dependent child. 

Mrs R has been diagnosed with anxiety and depression. She thinks insufficient care was taken by NHS BSA in the handling of her complaint. This has led to increased anxiety and further detriment to her mental health.