NHS AVC Scheme (CAS-60966-T7C0)

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.