Nhs Pension Scheme · CAS-59525-R2W1

CAS-59525-R2W1

Ombudsman’s Determination Applicant Mrs R

Scheme NHS Pension Scheme (the Scheme)

Respondent NHS Business Services Authority (NHS BSA)

Outcome

Complaint summary

Background information, including submissions from the parties

1 CAS-59525-R2W1

The covering letter for the November 2019 quotation included the following statement:

“Whilst we have made every effort to ensure that the information provided is accurate, you should be aware that this statement is an estimate only.”

2 CAS-59525-R2W1

Adjudicator’s Opinion

3 CAS-59525-R2W1

Mrs R did not accept the Adjudicator’s Opinion and the complaint was passed to me to consider. Mrs R provided further comments, which do not change the outcome. I agree with the Adjudicator’s Opinion and note the additional points raised by Mrs R, which are summarised below:-

• Mrs R understands that she is not entitled to the incorrect level of benefits set out in the November 2019 quotation.

• She made attempts to query her pension benefits on two occasions and was verbally assured that the estimates were very close to the actual amount she would receive. She relied on this information and understood that the representatives she spoke to were authorised to give the information.

• She does not think £1,000 is sufficient recompense for the distress and inconvenience she has suffered over the extended period that this matter has been ongoing. The pension she now receives is significantly lower than she had expected. Her financial position and mental health have suffered as a result.

Ombudsman’s decision

4 CAS-59525-R2W1

Directions

Anthony Arter

Pensions Ombudsman 29 September 2022

5