Ombudsman’s Determination

Outcome

Mrs K’s complaint 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) within 21 days of the date of this Determination, the Trustee shall pay £1,000 to Mrs K, in recognition of the serious distress and inconvenience caused by HSBC A & C Ltd.

Ombudsman’s Determination

Outcome

Dr E’s complaint against NHS BSA 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) NHS BSA shall award interest on the refund of contributions, and pay £2,000 to Dr E for the severe distress and inconvenience its error has caused him.

Ombudsman’s Determination

Outcome

Mr D’s complaint is partly upheld and as WTW and the Trustee of the Scheme (the Trustee) have already adequately tried to put matters right for Mr D, during the Adjudicator’s investigation, no further action is required on WTW’s part.

Complaint summary

Mr D complains that WTW, the administrator of the Scheme, failed to provide complete, clear and consistent information, about the benefits available to him from the defined contribution (DC) section of the Scheme in a timely fashion.

Ombudsman’s Determination

Outcome

I partly uphold Mr S’ complaint in respect of the non-financial injustice which Mr S has suffered. I do not find that Mr S has suffered a financial loss from the negligent misstatement made to him.

Complaint summary

Mr S’ complaint against the Administrator and the Employer is about a large difference between the estimated pension figures he received for immediate payment in December 2013 and the estimated figures for deferred payment in April 2016.

Ombudsman’s Determination

Complaint summary

Mr T has complained that the Trustees have refused to commute all, or part, of his pension for a Tax Free Cash lump sum (TFCLS) at age 60, the Scheme’s normal retirement age (NRA).

Ombudsman’s Determination

Outcome

Mr S’ complaint against the Administrator 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) the Administrator shall pay £500 to Mr S for the non-financial injustice he has experienced.

Complaint summary

Mr S’ complaint is that he received an incorrect retirement illustration from the Administrator, which overstated his benefits. He says this led him to retire in May 2018, instead of at age 60 in October 2020, to his financial detriment.

Ombudsman’s Determination

Outcome

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

Complaint summary

Mr D’s complaint is in two parts. His first complaint concerns the system NHS BSA has in place to notify him of the donations he makes to charity through the Payroll Giving Service (Payroll Giving). He is dissatisfied that he does not receive regular notifications of the payments made on his behalf so that he can keep up to date with the donations he has made, (Complaint 1).

Ombudsman’s Determination

Outcome

I do not uphold Ms S’ complaint and no further action is required by the Trustee and Equiniti.

Complaint Summary

Ms S’ complaint concerns:

• overpayment of a bridging pension that has been offset against arrears of long term (Lifetime) pension.
• alleged mishandling of her subsequent enquiries and provision of conflicting information by Equiniti, the administrators of the Scheme.

Ombudsman’s Determination

Outcome

Mr N’s complaint is upheld and to put matters right Police Scotland shall pay him any arrears of pension to which he is entitled on the assumption he took late retirement on 23 June 2017; together with interest at the base bank rate for the time being quoted by the Bank of England for the period from 23 June 2017, to the date of payment inclusive; and £2,000 for the severe distress and inconvenience he has experienced.

Ombudsman’s Determination

Outcome

I do not uphold Mr N’s complaint and no further action is required by the Bank.

Complaint summary

Mr N has complained that the payment of his contractual pension promise should be made by way of a tax-free lump sum and not by way of annual pension.