How you can inform us of a complaint:
If you live in the UK
|If you live in Ireland|
Via Royal London website
|Complete our online complaint form|
||1850 201 351|
|Post||Group Customer Relations Department
Royal London House
PO Box 12995
Office hours are Monday to Friday 8.00am-6.00pm. Excluding Bank Holidays in the country you are living in
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, your policy number or client reference number.
- Details regarding your concern or complaint, including relevant dates.
- What you would like us to do to put it right.
- Any relevant documents to support your complaint – we will need a copy so keep the originals.
- The original company who sold the policy to you, e.g. Royal London, United Friendly, CIS, Refuge, Scottish Life, Scottish Provident, Bright Grey or Broker/Independent Financial Adviser – you do not need to note the individual name just the company if you know it.
- 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 Reference 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 and email address.
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 within 5 working days, and confirm that someone is looking into it for you. In this letter we well summarise your complaint so you can check we have understood it correctly.
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.
We expect to complete our investigation within 4 weeks of receiving your complaint, although it might be sooner. If we can’t complete the investigation within 4 weeks, we will write to you explaining the delay.
If there is a further delay in investigating your complaint, we will write to you again, 8 weeks after receiving your complaint. If you are not satisfied with the reason for the delay, you can refer your complaint further, to the Financial Ombudsman Service. When we write to you at this stage we will enclose a leaflet explaining how to do this.
When we have completed our investigation we will write to you with our decision and the reasons for it. Where appropriate, we will include details of any settlement we are prepared to offer.
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?
For UK customers
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:
- 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: email@example.com
- Website: www.financial-ombudsman.org.uk
Alternatively, you have the right to refer your complaint to The Pensions Ombudsman free of charge.
The Pensions Ombudsman deals with complaints and disputes which concern the administration and/or management of occupational and personal pension schemes.
Contact with The Pensions Ombudsman about a complaint needs to be made within three years of when the event(s) complaining about happened – or, if later, within three years of when you first knew about it (or ought to have known about it). There is discretion for those time limits to be extended.
The Pensions Ombudsman can be contacted at:
- Telephone: 0800 917 4487.
- Email: firstname.lastname@example.org
- Website: www.pensions-ombudsman.org.uk
You can also submit a complaint form online:
Please note: In light of the Covid-19 (coronavirus) pandemic the FOS & PO are having to work differently. The websites indicate their phone lines are busier than usual and they advise calls to them can be made between 8am and 5pm, Monday to Friday but it’s likely that you will need to wait to speak to someone. Where possible, please email the financial ombudsman or make a complaint online. And they have limited access to their office and are unable to process post in the usual way so request only send them post if you’re unable to email or make a complaint online. It may take them longer than usual to respond to enquiries received by post.
For Republic of Ireland customers
Customers in Ireland should contact the Financial Services and Pensions Ombudsman.
The Financial Services and Pensions Ombudsman service (FSPO) is an independent, impartial, fair and free service that helps resolve complaints with pensions providers and regulated financial services providers.
The Financial Services and Pensions Ombudsman can be contacted as follows:
- Post: The Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place, Dublin 2
- Telephone: +353 1 567 7000
- E-mail: email@example.com
- Website: www.fspo.ie
If you need information and guidance concerning your pension arrangements contact The Pensions Authority