Common questions about our complaints procedures


How long will you take to answer my complaint?
Now I've told you what the problem is, what will you do to put it right?
How do I contact the Financial Ombudsman Service?
What if I don't agree with your decision or the resolution you offer?
What should I do if my complaint is about the independent advice I was given to take your policy?
If I follow your complaints procedure, does this mean that I can't follow other avenues like the Ombudsman or legal action?
Can I refer my complaint to your Chief Executive?

Related information

How to make a complaint
Call us about your complaint

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