NHS Pension Scheme (PO-10431)

Ombudsman’s Determination

Outcome

Ms N’s complaint is upheld and, to put matters right, NHS BSA should (1) reimburse Ms N in respect of any financial loss she has incurred, and (2) pay £500 for the significant distress and inconvenience she has suffered.

My reasons for reaching this decision are explained in more detail below.

Complaint summary

Ms N complains that NHS BSA, the Scheme manager, incorrectly accepted funds from a personal pension in March 2013, before discovering its error and returning them in May 2015, which has caused her a financial loss.