Making a complaint
Our case studies
On this page, we have provided case studies about customers we have helped in resolving their pension problems.
The examples below explain how we can help, what the process involves and what the outcome can look like.
If you've got any questions about how we can help you, please click here or contact us using any of these options.
Please note that names in our case studies have been changed for data protection purposes.
In 2012, Helen was told that she had been overpaid her pension since 2008.
Helen had been overpaid due to an error caused by the use of wrong data when her pension was calculated. She was told that she had been overpaid by £5,600 and her pension scheme Trustees asked Helen to repay the amount to them.
Helen was surprised by the request and a friend recommended she speak to us for some help.
When we reviewed Helen's case, we explained that if she had received the wrong pension, the Trustees were entitled to seek repayment. However, we told Helen that she may not have to repay some or all of the money, if she relied on the overpayment when spending or taking financial decisions.
Helen told us how she had used the overpayment to pay for purchases and live a lifestyle she thought she could afford. Had Helen known she was being overpaid, she told our pension specialist that she wouldn't have made certain financial decisions.
We, on Helen's behalf, put her explanation of how she spent the overpayment to the Trustees of her pension scheme.
The Trustees partially accepted Helen's claims, but were of the view that at least some of the money claimed would have been spent anyway if she had been paid the correct pension. With this is mind, they offered to reduce the overpayment to be recovered to £2,300.
We took the Trustees offer back to Helen and explained that only expenditure she made solely because of the overpayment could be used as a defence against repayment. She considered their offer and agreed to repay £2,300 over a 4-year period.
Where can I find out more?
If you need more information, please contact us. A pension specialist from our team will be happy to help with whatever pensions-related question you have. Our help is always free.