Thank you for your request for information about the following:

Request

You asked us:

As the NHS Pension Scheme works on behalf of the Department of Health and Social care I would like to make an information request under the FOIA :

1)The number of complaints the scheme has received in the last year.

2)The number of complaints made to The Pensions Ombudsman and the FCA regarding the scheme in the last year

On 28 May you clarified:

Question 1

Please supply the number across the whole complaints process and disputes limited to the informal complaints process?

Question 2

Opinions and Determinations made by TPO’s Office both the number upheld and those that were not.

Question 3

If the FCA does not oversee NHS Pensions, who does providing governance?

The NHS Business Services Authority (NHSBSA) received your request on 14 May 2024.

We have handled your request under the Freedom of Information Act (FOIA) 2000

Our response

I can confirm that the NHSBSA holds the information you have requested.

Questions 1 & 2

A copy of the information is attached.

To fully understand the data attached, please note the following points:

Our Internal Dispute Resolution (IDR) procedures provide a formal process for the resolution of complaints lodged by beneficiaries or potential beneficiaries of a pension scheme. More information about the formal complaints process can be found at the following link: https://www.nhsbsa.nhs.uk/member-hub/contact-nhs-pensions-members.

While the dataset covers the dates 1 June 2023 to 31 May 2024, some incomplete cases received before 1 June 2023 will have carried over and been resolved within this window. This means that the number of cases resolved is higher than the number of cases received.

Question 3

The NHS Pension Board provides scrutiny and assurance of the administration of the NHS Pension Scheme. Please see the following link for further information: https://www.gov.uk/government/groups/nhs-pension-board

Publishing this response

Please note that this information will be published on our Freedom of Information disclosure log at:

https://opendata.nhsbsa.net/dataset/foi-01935

Your personal details will be removed from the published response.

Data Queries

If you have any queries regarding the data provided, or if you plan on publishing, the data please contact foirequests@nhsbsa.nhs.uk ensuring you quote the above reference. This is important to ensure that the figures are not misunderstood or misrepresented.

Reusing the data and copyright

If you plan on producing a press or broadcast story based upon the data please contact communicationsteam@nhsbsa.nhs.uk. This is important to ensure that the figures are not misunderstood or misrepresented.

The information supplied to you continues to be protected by the Copyright, Designs and Patents Act 1988 and is subject to NHSBSA copyright. This information is licenced under the terms of the Open Government Licence detailed at:

http://www.nationalarchives.gov.uk/doc/open-government-licence/version/3/

Should you wish to re-use the information you must include the following statement:

“NHSBSA Copyright 2024” This information is licenced under the terms of the Open Government Licence:

http://www.nationalarchives.gov.uk/doc/open-government-licence/version/3/

Failure to do so is a breach of the terms of the licence.

Information you receive which is not subject to NHSBSA Copyright continues to be protected by the copyright of the person, or organisation, from which the information originated. Please obtain their permission before reproducing any third party (non NHSBSA Copyright) information.