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United Kingdom

Deputy Pensions Ombudsman: scheme liable for automated pension estimate errors, but reliance unreasonable; no financial loss, £1,000 distress award; estimates distinguished from formal quotations (Mrs K, CAS-90501-T3V1)

Published on: 08 April 2026

Published by a LexisNexis Pensions expert
Legal News
Table of contents
  • Original news
  • Summary
  • What were the facts?
  • What was the Pensions Ombudsman’s decision?
  • What is the impact of this determination?
Article summary

Summary

The Deputy Pensions Ombudsman has partly upheld a complaint concerning inaccurate benefit information. The complainant argued that she had been provided with inaccurate projections of her pension and, in reliance upon those figures, she sustained financial loss. The Deputy Pensions Ombudsman found it was unreasonable for her to place reliance on the estimates, as they were plainly wrong. She was also found to have no financial loss, since her existing debts were not caused by the erroneous estimates and therefore did not amount to compensable loss. This case serves as a reminder that reliance on incorrect statements must be reasonable.

What were the facts?

Mrs K belonged to the NHS Pension Scheme (the Scheme). She received several benefit estimates from her employer between July 2018 and May 2020...

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