Teachers Pensions Scheme · CAS-91001-B8Z6

CAS-91001-B8Z6

Ombudsman’s Determination Applicant Ms I

Scheme Teachers’ Pensions Scheme (the Scheme)

Respondent University for the Creative Arts (the Employer)

Outcome

Complaint summary

In March 2022, Ms I began her employment with the Employer.

Between April 2022 and July 2022, the Employer deducted pension contributions from Ms I’s pay.

On 10 June 2022, Ms I telephoned Teachers’ Pensions the Scheme administrator and discovered that it had no record of her being enrolled into the Scheme.

Ms I raised a complaint with the Employer regarding her enrolment into the Scheme and about pension contributions which had been deducted from her pay. The Employer told Ms I that it would enrol her and bring the outstanding pension contributions up to date.

On 13 June 2022, Ms I asked the Employer for a timeframe on when it would resolve her complaint as she was considering opting out of the Scheme.

On 21 June 2022, Ms I asked for an update from the Employer.

On 22 June 2022, Ms I was told by the Employer that the payroll manager was looking into the issue.

On 24 June 2022, Ms I chased the Employer as pension contributions were deducted from her June 2022 pay. The Employer said it was aware of the issue and that the 1 CAS-91001-B8Z6 payroll manager was looking into it. It explained that it had changed the way staff were being enrolled into the Scheme so it was taking longer than usual.

On 7 July 2022, Ms I raised the issue with the Employer again and said that she would contact The Pensions Ombudsman (TPO) if the issue was not resolved. The Employer said it was still attempting to update her account.

On 17 July 2022, Ms I complained to TPO.

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On 17 May 2023, Ms I was able to create an online account through the Scheme portal.

On 19 May 2023, Ms I telephoned Teachers’ Pensions.

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On 22 July 2024, Ms I reconfirmed her complaint points and emphasised she needed a repayment form competed.

On 25 November 2024, TPO emailed the Employer and requested confirmation of when Ms I was enrolled into the Scheme, whether all contributions had been paid into her Scheme account and requested assistance to complete a repayment form.

On 25 November 2024, the Employer provided TPO with a member’s print out. This showed Ms I’s service details from the start of her employment on 1 April 2022 to 20 November 2023. It confirmed a total of £808.60 in employee contributions had been sent to the Scheme during this time period. It also attached a copy of a pension’s repayment form.

On 6 December 2024, Ms I submitted the repayment form to the Employer.

Adjudicator’s Opinion Ms I’s complaint was considered by one of our Adjudicators who concluded that further action was required by the Employer. The Adjudicator’s findings are summarised below:-

• The Adjudicator said that based on the available information provided by both Ms I and the Employer, despite Ms I having contributions deducted from her salary she was not enrolled into the Scheme on time. The Employer also did not provide a timely response to her correspondence in an effort to resolve the matter, which amounted to maladministration.

• Although the Employer responded to TPO’s information requests, these were not all responded to in a timely manner. The Employer only provided TPO with a copy of the repayment form to pass onto Ms I on 25 November 2024, despite Ms I having requested a paper repayment form on several occasions. As a result of its maladministration, Ms I was not in the financial position she ought to be in

• In the Adjudicator’s view, Ms I had suffered significant distress and inconvenience due to the Employer’s maladministration. The Adjudicator was of the opinion that an award of £500 for non-financial injustice was appropriate in the circumstances.

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Ombudsman’s decision

Directions

(i) pay Ms I £500 for the significant distress and inconvenience she has experienced;

Dominic Harris

Pensions Ombudsman

15 January 2025

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