NHS Pension Scheme (CAS-89831-H1W8)

Ombudsman’s Determination

Outcome

Mr L’s complaint is upheld against NHS BSA, but not against Aviva. To put matters right, NHS BSA shall make good any financial loss it has caused Mr L. In addition, NHS BSA shall pay Mr L £500 for the significant distress and inconvenience it has caused him. 

Complaint summary

Mr L has complained about the delay in the transfer of his pension funds from Aviva into the Scheme. 

He has claimed that he suffered a financial loss as a result of the delay, as the transfer value which was paid in March 2022 was significantly lower than the value he had been quoted in January 2022.