What you can expect from us
Our aim is to deliver excellent customer service to you, however we realise that occasionally there may be times when our service falls short of the high standards our customers are entitled to. We are committed to investigating all of our customer complaints and so if you have experienced poor service, we would like you to tell us so that we can deal with your concerns as soon as possible. It is only when customers take the time to tell us about these issues that we are able to put things right and also make improvements for the future.
This policy explains what you need to do and what you can expect from us in these circumstances.
Our Customer Relations Department will record details of the complaint and will work with you to resolve it as quickly as possible.
You can inform us of a complaint:
0345 603 6733* (Office hours are Monday to Friday 8.00am-6.00pm). Excluding Bank Holidays
Customer Relations Department, Royal London, Royal London House, Alderley Road, Wilmslow, Cheshire, SK9 1PF
*Telephone calls may be recorded for training and security purposes. Call charges will apply.
To help us investigate and resolve the problem as quickly as we can, please provide the following key information when you contact us:
- Your name, address and, where applicable, client number
- Details regarding your concern or complaint
- What you would like us to do to put it right
- Any relevant documents to support your complaint
- If applicable, the location of the Royal London office you have been in contact with and the name of the person who you have been dealing with
Your complaint will be investigated by our Customer Relations Department. A Case Number will be allocated to you for any future correspondence, and if we can’t resolve your complaint right away we will provide you with the name of the consultant investigating the issues you have raised and their telephone number should you wish to speak to them.
If you telephone us we may be able to resolve your complaint straight away, but if we can’t do this we will write to you to acknowledge your complaint and then write to you again to let you know the outcome of our investigations.
Our aim is to reply to you with the results of our investigations as soon as possible, but very occasionally our investigations can be more time consuming that we expect, particularly if we have to write elsewhere for information, but we will keep you updated on the progress we are making whilst we continue to investigate your complaint.
In the very unlikely event of us not having resolved your complaint within 8 weeks, we will write to you and tell you the reason why with an expectation of likely timescales. Should this be the case, you have the right to refer your complaint to the Financial Ombudsman Service.
Also if you have received our final response and you are not happy with this, you have the right to refer your case to the Financial Ombudsman Service at any time within 6 months from the date on our final response.
Set up under the Financial Services and Markets Act, the Financial Ombudsman Service (FOS) is an independent complaint resolution scheme. The FOS website recommends that you follow the process above before referring your complaint on to them, although you are able to ask them general questions regarding complaints at any time.
The FOS service is free of charge. Please note that you have 6 months from the date of our final response letter to refer your complaint to them.
The Financial Ombudsman Services can be contacted as follows:
Post: The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR
Telephone: The consumer helpline number is 0800 023 4567 (free from a UK landline) or 0300 123 9123 (free for mobile phone users who pay a monthly charge for calls to numbers starting with 01 or 02).
Customers in Ireland should contact the Irish Financial Services Ombudsman:
Post: The Financial Services Ombudsman, 3rd Floor, Lincoln House, Lincoln Place, Dublin 2
Telephone: +353 1 662 0899
Alternatively if you bought your product online and are now based outside of the United Kingdom you could complete details of your complaint at http://ec.europa.eu/consumers/odr/ and they will contact the FOS on your behalf.