Life insurance complaints

Complaints process

If you’re ever unhappy about our products and services, we want to know about it to see how we can make things right. In most situations, we’ll be able to solve things right away. But sometimes we’ll need to handle matters using our complaints process. The timeframes for the process are detailed here.

3 business days after receipt

In most cases, we’ll be able to resolve your complaint within 3 business days of receiving it. When this happens we’ll send you a ‘summary resolution’ to confirm. It’ll also give you details of the Financial Ombudsman Service (FOS), in case you later need to contact them regarding this issue.

Up to 8 weeks after receipt

If we’re unable to resolve your complaint within 3 business days of receiving it we’ll let you know that we’re working on it, and how to contact us. We’ll keep you updated and we’ll send you a ‘final response’ when we’re done. This’ll confirm the outcome of our investigations and if we’ve been able to resolve matters for you. It’ll also give you details of the Financial Ombudsman Service (FOS), and how to contact them if needed.

If we're unable to provide a final response within 8 weeks, we'll inform you and explain what action you can take.

Financial Ombudsman Service (FOS)

The FOS provides a free and independent service. They may be able to review your complaint if we’ve been unable to resolve matters for you.

We’ll provide you with their details, and how and when you can contact them during the handling of your complaint. You’ll usually have 6 months from the date of our Summary Resolution, Final Response, or 8 week letter in which to contact them.

You can find out more about the FOS and their services using the details below:

• Website - financial-ombudsman.org.uk
• Phone - 0800 023 4567