Frequently asked questions

Frequently asked questions

How long will it take?

We’ll try to put things right straight away.  If this isn’t possible we’ll write to you within five working days to let you know your complaint is being dealt with. We’ll send a further letter if your case is still ongoing after four weeks.

In the unlikely event that we haven’t been able to resolve your issue after eight weeks we’ll write to tell you who you can refer the matter to.

Sometimes a complaint is really for another firm. In this case, we will forward it to the relevant firm as soon as possible. We’ll also write to you to let you know we’ve done this, and give you the other firm’s contact details.

How will you let me know our decision?

If possible, we’ll let you know our decision by phoning you, and then confirming our conversation in writing. Sometimes a decision may include complex information which can’t easily be explained over the phone, in which case you’ll only receive a letter.

If you think we haven’t got your current phone number then please call us. You can also let us know a convenient time to call you back.

What if I don’t agree with your decision?

We hope we’ll be able to resolve your issue fully, and that you’ll be happy with the outcome.  However, we understand this isn’t always the case.

If you feel we haven’t dealt with your complaint fairly you can refer your case to one, or more, of the organisations listed below. We’ll let you know which one is most relevant when we write to you with our final response, or after eight weeks, whichever is sooner.

The Financial Ombudsman Service (FOS) predominantly deals with complaints relating to protection products, life policies and pension sales.

You can call FOS on 0800 023 4567 or 0300 123 9123, or write to them at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

or email them at complaint.info@financial-ombudsman.org.uk

For more information on their process go to: www.financial-ombudsman.org.uk

The Pensions Ombudsman (TPO) deals with complaints or disputes on workplace or private pensions.

You can call TPO on 0800 917 4487 or write to them at:

The Pensions Ombudsman
10 South Colonnade
Canary Wharf
London
E14 4PU

or email them at enquiries@pensions-ombudsman.org.uk

For more information on their process go to: www.pensions-ombudsman.org.uk