Complaints FAQs

Now I’ve told you what the problem is, what will you do to put it right?

We’ll contact you to acknowledge your complaint within five working days. A case officer will investigate your complaint, keep you informed with regular updates and let you know the outcome of our investigation.

How long will you take to answer my complaint?

We aim to resolve your complaint as soon as possible. The Financial Ombudsman Service (FOS) allows us eight weeks to resolve a complaint before you can ask them to intervene. If we haven’t responded to all your issues within eight weeks, we’ll remind you that you can refer your case to FOS.

How do I contact FOS?

You can contact FOS at: South Quay Plaza, 183 Marsh Wall, London, E14 9SR 

Telephone: 0845 080 1800 or 0300 123 9123

Email: complaint.info@financial-ombudsman.org.uk

The Ombudsman will need you to complete a form, which you can get from their website www.financial-ombudsman.org.uk 

We'll remind you of how to contact FOS when we send you either our final decision letter or our eight week update letter. If you refer your complaint to the Ombudsman this doesn’t affect your right to take legal action.

What if I don’t agree with your decision or the resolution you offer?

Please let us know. Your case officer will discuss this with you and explain the reasons for our decision.
If you’re still unhappy, once we issue our final response, you may be able to refer your complaint to FOS. FOS will only investigate your complaint after we’ve had the chance to investigate it.

What should I do if my complaint is about the independent advice I was given to take your policy?

Please use the correct number on the Life insurance numbers page and we’ll let you know what you need to do.

If I follow your complaints procedure, does this mean that I can’t follow other avenues like the Ombudsman or legal action?

No. If you make a complaint it doesn’t affect your right to refer your complaint to the FOS or take out legal action.

Can I refer my complaint to your Chief Executive?

We recommend that you first refer your complaint to the appropriate complaints team. If you still remain unhappy with the decision, you can write to our Chief Executive at this address: 

Chief Executive complaints, LV=, County Gates, Bournemouth, BH1 2NF.