NHS Pension Scheme (CAS-73397-W7K2)

Ombudsman’s Determination

Outcome

Dr S’ complaint against NHS BSA and PCSE is partially upheld. To put matters right for the part that is upheld, NHS BSA and PCSE shall each pay Dr S £500, the combined total being £1,000, for the serious distress and inconvenience she has experienced. 

My reasons for reaching this decision are explained in more detail in paragraphs 44 to 51 below.

Complaint summary

Dr S has complained that she had received incorrect information in her Annual Benefit Statements (ABS) for several years, leaving her financially disadvantaged.

Dr S has said that she requested, but did not receive, an updated ABS from 31 March 2014 onwards and that the issue remained until she was advised to submit her pension application.