NHS Pension Scheme (CAS-35611-Z7D3)

Ombudsman’s Determination

Outcome

This complaint is partly upheld. To put matters right, NHS BSA shall pay the Estate £2,000 in recognition of the severe distress and inconvenience caused. 

Complaint summary

2. Mrs Y, on behalf of the Estate, has complained that:- 

• She was unable to acquire sufficient information from NHS BSA to enable her to complete form AW8P. She believes NHS BSA was obstructive and at various points refused to give information to her. (Complaint 1) 

• She believes NHS BSA delayed giving information to her about the benefits to which her late husband, Mr R was entitled. (Complaint 2) 

• The letter dated 7 September 2016 (the September estimate), enclosing Mr R’s benefit statement, erroneously overstated his period of service, so the estimate of his benefits, including survivor’s benefits payable to her, was wrong. (Complaint 3) 

• Mrs Y’s complaint, as a beneficiary, is that she is not confident that she is in receipt of the correct survivor’s benefits. (Complaint 4)