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Complainant: Mrs E
Complaint Topic: Misquote/misinformation
Ref: PO-20153
Outcome: Partly upheld
Respondent: 1. NHS Business Services Authority (NHS BSA)
2. Sussex Partnership NHS Foundation Trust (the Trust)
Type: Pension complaint or dispute
Date:

Ombudsman’s Determination

Outcome

Mrs E’s complaint against NHS BSA and the Trust is partly upheld, but there is a part of the complaint I do not agree with. To put matters right, for the part that is upheld, the Trust shall pay Mrs E £1,000 to recognise the serious distress and inconvenience she has suffered. NHS BSA is not required to take further action.

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

Complaint summary

Mrs E’s complaint against NHS BSA and the Trust is about (1) their failure to respond to requests for information about her length of her service, (2) their maladministration of her Added Years contract, and (3) the delay putting her benefits into payment.

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