NHS Pension Scheme (PO-15137)

Ombudsman’s Determination

Outcome

Mrs D’s complaint against NHSBSA is partly upheld, but there is a part of the complaint that is not upheld. To put matters right, for the part that is upheld, Mrs D should be compensated for the significant distress and inconvenience NHSBSA’s maladministration has caused her to suffer.

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

Complaint summary

Mrs D says she decided to continue working outside NHS employ, and to later stop work and suspend her savings plans, based on a misstatement by NHSBSA in May 2006. Decisions she says are now irreversible, Mrs D says she relied on the overstated figures in the reasonable expectation that they were correct. Mrs D would like NHSBSA to honour the higher (incorrect) figures.

Mrs D says NHSBSA made other mistakes in the calculation of her benefits, and mishandled her enquiries.