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Making a complaint
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
By telephone
Please call 08450 502020 between 8am and 6pm Monday to Friday, except bank holidays. The maximum call charge from a BT landline is 4p per minute. Calls from other networks may vary. 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.
By post
Please write to: Group Complaints Manager, Customer Relations, Royal London, Royal London House, Alderley Road, WILMSLOW, SK9 1PF
By fax
To: 01625 605687
Information to help us help you
To help us to deal with your complaint more effectively please:
- Mark your letter or fax ‘Complaint’ and keep a copy
- Give your full name (and the name of the policyholder if different)
- Give your full postal address including postcode and a daytime telephone number where we can call you
- Quote any policy or reference number you have been given
- If you are complaining about an investment give:
- the name of the investment you bought
- the date you bought it
- the name of the person who advised you or arranged the investment, if you know it
- Outline your case clearly, including relevant dates. Set out the facts in the order in which they happened, avoiding unnecessary detail and repetition
- Tell us clearly what you would like us to do as a result of your complaint
- Enclose copies of documents if these are relevant, keeping the originals
- Include any further information you think we may need to know.
What happens next?
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.
How long will the investigation take?
We expect to complete our investigation within 4 weeks of receiving a complaint, although it may be sooner.
If we can’t 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.
What happens at the end of the investigation?
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.