NHS Pension Scheme (PO-18854)

Ombudsman’s Determination

Outcome

Mrs E’s complaint against NHSBSA 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, NHSBSA shall make an award of £1,000 to Mrs E in respect of the serious non-financial injustice she has suffered.

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

Complaint summary

Mrs E says NHSBSA’s decision that she does not qualify for special class (SC) or mental health officer (MHO) status, in respect of pensionable service completed between 20 April 2011 and 22 March 2014, is wrong.

Mrs E asserts that NHSBSA unreasonably delayed responding to her enquiries, provided misleading information regarding her eligibility for SC or MHO status, and mismanaged her subsequent complaint.