Complaints policy

Our complaints policy

It's always important to us that we hear from you - whether the feedback is good or not.

While we're proud of our award-winning customer service, we accept sometimes we fall short of the mark.

If this has happened and you've experienced poor service, we'd like to know so that we can deal with your concerns as quickly as possible. The sooner you tell us, the sooner we can assign someone to your complaint to investigate and resolve it.

We hope you never have to make a complaint, but if you do, this policy explains what you need to do and what you can expect from us in these circumstances...

How should I contact you if I have a complaint?

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: 

By Telephone

0345 603 6733* (Office hours are Monday to Friday 8.00am-6.00pm). Excluding Bank Holidays 
By Post  Customer Relations Department, Royal London, Royal London House, Alderley Road, Wilmslow, Cheshire, SK9 1PF 

By Email

customer.relations@royallondon.com

What information do you need from me to help process my complaint?

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

Who will deal with my complaint?

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'll provide you with the name of the consultant investigating your case along with their phone number.

How long will it take for my complaint to be dealt with?

If you phone us we may be able to resolve your complaint straight away, but if we can’t, we'll write to you to acknowledge your complaint and confirm that someone is looking into it for you. Once we've got it all sorted, we'll write to you again to let you know the outcome.

Our aim is to reply to you with the results of our investigations as soon as possible, but very occasionally, things can take a little longer than we'd like - particularly if we have to write elsewhere for information. We'll be sure to 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 eight weeks, we will write to you and tell you why, along with an expectation of likely timescales. Should this be the case, you have the right to refer your complaint to the Financial Ombudsman Service.

What can I do if I am not satisfied with your response?

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 six months from the date on our final response.

What is the Financial Ombudsman Service?

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 six 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, Exchange Tower, 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).
  • E-mail: complaint.info@financial-ombudsman.org.uk
  • Website: www.financial-ombudsman.org.uk

Customers in Ireland should contact the Irish Financial Services Ombudsman:

Alternatively, if you have a complaint or dispute with your pension provider concerning your workplace or personal pension arrangements you should contact The Pensions Ombudsman:

If you need information and guidance concerning your pension arrangements contact The Pensions Advisory Service

What if I now live outside of the United Kingdom?

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.