Tell us about a problem or complaint

We’ve been looking after people for more than three centuries and we’ve learned a thing or two over the years – like how important it is to listen to our customers.

How to let us know about the problem

Any concerns or problems that matter to you, matter to us. We’ve made sure it’s quick and easy to tell us what’s broken – and, importantly, what we can do to fix it for you.

Just let us know:

  • Your personal details
  • Your policy or claim details
  • What the problem is
  • What would turn the problem into progress

What happens next

We’ll always do everything we can to solve your problem - with as much speed and as little fuss as possible. 

Some issues may meet the definition of a complaint under the guidelines set out by our regulator, the Financial Conduct Authority (FCA).

If your problem meets this definition, and we can’t solve it for you quickly, then we’ll follow an FCA-approved process to make sure it gets the attention it deserves.


  • acknowledge your complaint promptly
  • assign a dedicated complaint expert to review it
  • carry out a thorough and impartial investigation
  • keep you updated on the investigation’s progress
  • do everything we can to resolve things as quickly as possible
  • give you a written response within 8 weeks of receiving your complaint, to either set out the results of our investigation or, if we can’t, explain why.

Our aim is always to solve the problem for you. If you’re not satisfied with our investigation – or can give us further information that could help to clarify things – we’re happy to review our response.

If you're still not happy
You can also reach out to either the Financial or Pensions Ombudsman Service, depending on the nature of your complaint. 

The Financial Ombudsman Service
You have the right to ask them to review your complaint if we haven’t been able to resolve it within 8 weeks. They’re a free and impartial service and while we’re legally bound to accept their decision, you aren’t – reaching out to them won’t affect your legal rights.

Discover more about how the Financial Ombudsman Service works.


Get in touch
By telephone

0800 023 4567

By post

The Financial Ombudsman Service

Exchange Tower

London, E14 9SR

The Pensions Ombudsman Service
The Pensions Ombudsman Service is a free and impartial service that deals with disputes and complaints about how your pension scheme – whether personal or a through your workplace - has been managed.

You’ll need to get in touch with them within three years of the issue occurring – or within three years of when you first became aware of the issue. They can extend these time limits, but it’s always safer to be as prompt as possible.

Discover more about how the Financial Ombudsman Service works.


Get in touch
By telephone

0800 917 4487
By post

The Pension Ombudsman Service

10 South Colonnade, Canary Wharf

London, E14 4PU

By email

Three ways to verify your details

  1. Online
    Simply pop your unique code into our secure verification site
  2. By telephone
    Have your verification code at the ready and give us a call on:
    0800 121 7632
    Monday to Friday:                                  8.30am - 5.00pm
    Weekends and bank holidays:         Closed        
  3. By post
    We included a form and a pre-paid return envelope in the letters we sent out.
    Simply fill in the form and post it back to us.
    PO Box 546
    DL1 9TR

Our complaints data

We record and report how many complaints we receive and how quickly we resolve them. We group the data into four categories - and you can explore it all.