Ombudsman holds scheme’s requests for evidence of entitlement were reasonable

The Pensions Ombudsman has rejected a member’s complaint that the NHS Pension Scheme’s requests for documentation from her caused a delay in bringing her benefits into payment (CAS-41310-M3X4).

As the member approached age 65 she applied for payment of her benefits from the Scheme. The Scheme’s administrator asked the member to provide proof of her date of birth in the form of either her birth certificate or her passport. It also asked for her marriage certificate and her husband’s birth certificate, but said that it was prepared to accept certified copies of the latter documents provided they were certified in accordance with the official guidance on certification. The only document provided by the member with her benefits claim form was a copy of her marriage certificate which had not been certified correctly. The member subsequently brought a claim under the scheme’s…

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