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Overpayment – The case study of Mrs E

Complaint Topic:
Outcome:
Type:
Mrs E received a demand for the repayment of pensions paid to her late husband. Payments were made in error as Mrs E’s husband had transferred from the scheme, but the scheme failed to update its records.

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Serious ill health – The case study of Mr B

Complaint Topic:
Outcome:
Type:
Mr B’s father applied for payment of a serious ill health lump sum. However, before payment was processed, Mr B’s father died. The pension scheme subsequently told Mr B no lump sum would be paid.

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Overpayment – The case study of Mrs S

Complaint Topic:
Outcome:
Type:
Mrs S retired in 2007. She questioned the figures she had received and was assured they were correct. Mrs S still had doubts and later contacted the respondent again where she was told that the pensionable pay used to calculate her benefits was incorrect.

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Misinformation – detrimental reliance – The case study of Mrs E

Complaint Topic:
Outcome:
Type:
Mrs E was a member of the NHS Pension Scheme. Between 1997-2009, Mrs E accrued membership within the 1995 section of the Scheme. Following a break in membership, Mrs E re-joined and was told that future membership would accrue within the 2008 section.

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Ill Health – The case study of Mrs S

Complaint Topic:
Outcome:
Type:
Mrs S was a member of the HSBC Bank (UK) Pension Scheme. She retired on the grounds of incapacity in 1999 and had been in receipt of a pension. The pension was subject to periodic review, and Mrs S was notified that her pension would be reduced.

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Overpayment – The case study of Mr Y

Complaint Topic:
Outcome:
Type:
Mr Y transferred out of the Royal Mail Statutory Pension Scheme in 1989, however the respondent continued to send benefit information to him between 1990-2010. Years later, the respondent realised an overpayment had occurred and began steps to recover this.

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Failure to provide information – The case study of Mr D

Complaint Topic:
Outcome:
Type:
Mr D was a member of the Shell Contributory Pension Fund. In 2016, Mr D began exploring how the trustee of the Fund was measuring and managing the potential risk of climate change. Mr D was given the opportunity to meet with the trustee, but the meeting did not eradicate his concerns.

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Lost Benefits – The case study of Mrs N

Complaint Topic:
Outcome:
Type:
Mrs N had accrued pension benefits under the Transport Friendly Society Pension Scheme and later became a member of the Principal Civil Service Pension Scheme. After enquiring about her pension benefits, she was told these had been transferred to the PCSPS.

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Non-payment of contributions – The case study of Mrs E

Complaint Topic:
Outcome:
Type:
Mrs E’s employer auto-enrolled her into an account with National Employment Savings Trust (NEST). Sometime later, Mrs E checked her account and noticed that contributions had not been made.

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Retail prices index v consumer prices index – The case study of Mr R

Complaint Topic:
Outcome:
Type:
Mr R was a pensioner member of the Thales UK Pension Scheme (TOPS Section) (the Scheme). Annual increases to pensions in payment under the Scheme had been calculated by reference to the retail prices index (RPI).

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