Occasionally we don't get things right and our service falls short of the high standards you are entitled to. We take all complaints very seriously and investigate each one promptly and fairly so we can give each customer a full and considered response.
How to complain
Please call 08450 502020 between 8am and 6pm Monday to Friday, except bank holidays. The person you speak to will give you their name so you have a point of contact. Later we will write to you with a summary of your complaint so you can check we have understood it correctly.
Royal London House, Alderley Road, WILMSLOW, SK9 1PF
To: 01625 605687
To help us to deal with your complaint more effectively please:
If you telephone us we may be able to resolve your complaint straight away. Otherwise, and always if you write to us, we will send you a letter acknowledging your complaint within 5 working days of receiving it.
If you haven't heard from us within 7 working days of the day you think we should have received your complaint please call us on 08450 502020 to check whether we've received it.
To investigate your complaint we may also need to contact other people, for example your employer or pension scheme trustees. Before we do this we will send you a form to sign giving us authority.
After we have investigated your complaint we will write to you explaining the outcome.
We expect to complete our investigation within 4 weeks of receiving a complaint, although it may be sooner.
If we cant complete the investigation within 4 weeks we will write to you explaining the delay.
If there is a further delay in investigating your complaint we will write to you again 8 weeks after receiving your complaint to explain the delay. If you are not satisfied with the reason for the delay you may then refer your complaint to the Financial Ombudsman Service. When we write to you at this stage we will enclose a leaflet explaining how to do this. For more information about the Financial Ombudsman please visit www.financial-ombudsman.org.uk.
If your complaint is about the administration of a pension scheme you can refer it to the Pensions Ombudsman. For more information about the Pensions Ombudsman please visit www.pensions-ombudsman.org.uk.
When we have completed our investigation we will write to you with our decision and the reasons for it. Where appropriate, we will include details of any settlement we are prepared to offer.
If you are not satisfied with our decision you can take your complaint to the Financial Ombudsman Service (or the Pensions Ombudsman if your complaint is about the administration of a pension scheme). We will enclose with our decision letter a leaflet explaining how to do this. You will have 6 months from the date of our decision letter to refer your complaint to the Ombudsman or you may lose your right to have your complaint investigated by him.
If you would like to know how many complaints we've received and resolved recently, please click here.