Comments and complaints

How we handle comments and complaints

We manage the Scheme in line with the law and Scheme Rules, and we strive to run it fairly and efficiently for our members. However, there may be times when you have a comment or complaint about an aspect of how we operate. If you think we did something well or you think something could be done better, please let us know – we welcome your thoughts.

You can leave a service comment or raise an initial complaint:

• via our online contact us form;

• by emailing us at complaints@uss.co.uk; or

• by post, either by downloading our Service comment form or writing to us in your own form and sending it to:

Service Comments
Universities Superannuation Scheme Limited
Royal Liver Building
Liverpool
L3 1PY

The team who review all comments and complaints will acknowledge receipt of any complaint received. We’ll then aim to provide you with a formal response within 20 working days.

In some more complex cases it may take longer to provide a substantive response. If this should apply to your comment or complaint, we will notify you of this as soon as possible within the 20 working days referred to above.

Resolving a dispute

We also operate a formal Internal Dispute Resolution (IDR) procedure, which you can use to raise a formal complaint at any time.

Under this procedure, your complaint will be considered by a senior officer at USS. If you’re not satisfied with the decision, you can ask for your complaint to be considered further by our Advisory Committee.

To raise a complaint under the IDR procedure, you’ll need to complete an IDR form. Please contact us for a copy of this form.

If you‘re still not satisfied with the outcome of the procedure, you can refer your complaint to The Pensions Ombudsman, an organisation set up by law to investigate complaints about pension scheme administration. Their telephone number is: 0800 917 4487.

The Ombudsman can't usually determine a complaint until it has been considered under our IDR procedure.

You can get in touch with them by visiting their website. Or, you can email them at enquiries@pensions-ombudsman.org.uk.