NHS Pension Scheme (PO-13442)

Ombudsman’s Determination

Outcome

I do not uphold Mrs M’s complaint and no further action is required by NHS BSA.

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

Complaint summary

Mrs M has complained that, as a deferred member, she was provided with incorrect advice on how to claim her NHS pension at age 55 and that as a result she took several steps that she otherwise would not have done.

Mrs M has also complained that she has received a generally poor level of service from NHS BSA throughout the complaint process. Mrs M is particular aggrieved that NHS BSA are unable to provide a call recording from August 2014.