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NHS AVC Scheme (CAS-60966-T7C0)

Complainant: Ms Y
Complaint Topic: Administration
Ref: CAS-60966-T7C0
Outcome: Partly upheld
Appeal outcome: None
Respondent: Capita
Prudential
King's College Hospital NHS Foundation Trust
Type: Pension complaint or dispute
Date:
Appeal: No

Ombudsman’s Determination

Outcome

Ms Y’s complaint against Capita, Prudential and the Trust is partly upheld. To put matters right, Capita and Prudential shall pay Ms Y £1,000, split equally between the two parties, for the serious level of distress and inconvenience caused to her.

Complaint summary

Ms Y complained that Capita did not deduct Additional Voluntary Contributions (AVCs) from her salary when instructed to do so. This resulted in a delay in investing her AVCs with Prudential, and consequently, she missed out on receiving tax relief and investment returns.  

Ms Y also said she spent a lot of time setting up multiple policies with Prudential and corresponding with Capita, Prudential and the Trust. Ms Y wants to be compensated for the financial loss incurred.

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