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NHS Pension Scheme (CAS-42372-Q6H4)

Complainant: Miss L
Complaint Topic: Administration
Ref: CAS-42372-Q6H4
Outcome: Partly upheld
Appeal outcome: None
Respondent: NHS Business Services Authority
Type: Pension complaint or dispute
Date:
Appeal: No

Ombudsman’s Determination

Outcome

Miss ​L​’s complaint against ​NHS BSA​ is partly upheld. To put matters right, ​NHS BSA​ shall pay Miss L £500 in respect of the significant distress and inconvenience caused by NHS BSA’s maladministration. 

Complaint summary

Miss L has complained that NHS BSA recorded incorrect information about her membership of the Scheme. She was then prevented from accessing her Total Reward Statement (TRS), which meant she was delayed in obtaining information about her benefit entitlement. 

Miss L also complained that she was led to believe that she could only obtain a capital value by requesting the payment of her Scheme benefits.

View determination

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