Universities Superannuation Scheme (PO-14751)

Ombudsman’s Determination

Complaint Summary

Mrs N has complained that:-

• In 2005, USS Ltd failed to provide her with a transfer statement, sending it instead to her former employer, the University of Southampton (the University), resulting in the loss of Pension Scheme Transfer Club (Club) transfer rights, the need for an Employment Tribunal, and many years of dispute.
• In 2010, USS Ltd again failed to provide her with a transfer statement, sending it again to the University, resulting in a later revised, lower, transfer value being transferred instead.
• The benefits eventually transferred do not provide the required guaranteed minimum pension (GMP).

Summary of the Ombudsman’s Determination and reasons

The complaint is partly upheld against USS Ltd because USS Ltd sent the 2010 transfer statement to an address that was no longer appropriate for Mrs N. This error will have contributed to Mrs N’s distress and inconvenience and an award in recognition of this is appropriate.