In the case of Ms D (PO-6742) the Ombudsman has rejected a member's claim that she had made the decision to retire early based on an incorrect benefit quotation and that the scheme should therefore be held to the early retirement pension figure quoted in error.


The member had received a benefit illustration showing the benefits she would receive on retirement at age 55 and at age 65, with different pension figures quoted depending on whether or not the member took part of her benefits as a cash lump sum. Although the lump sum figure was lower for age 55, the pension figures were identical for age 55 and 65. The member acknowledged that she had noticed the figures were the same. The Ombudsman held that the member ought to have queried the figures, as they were clearly incorrect, so rejected the member's claim that the scheme should be held to the incorrect figure. However, he found the scheme administrator guilty of maladministration for quoting the incorrect figure and ordered it to pay £500 to the member in recognition of the significant distress an inconvenience she had suffered.

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