Complaint

Please include your phone number, so we can call you about your email Monday to Friday between 9am to 5pm. When sending emails, you should not include any personal, financial or banking details, as this method is not a secure way of supplying information.

9am to 5pm, Monday to Friday. We may record and monitor calls.

When contacting us, please have your policy number or quote reference to hand (where appropriate).

If we haven't issued our 'final response' within eight weeks from the date you first raised your complaint, or if you're dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review. The Financial Ombudsman Service may only consider your complaint once you've tried to resolve it with us, so please take up your concerns with us first and we'll do all we can to help.

The European Commission has established an Online Dispute Resolution Platform (ODR Platform) https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN is specifically designed to help EU consumers who have bought goods or services online from a trader based elsewhere in the EU and subsequently has a problem with that online purchase. The ODR platform will refer your complaint to the Financial Ombudsman Service who will pass it on to Annuity Ready.

To support our commitment to achieving an excellent customer experience you can expect us to meet these principles when dealing with your complaint:

We know your time is valuable, so we won't waste it.

We give our people the support they need to do their job to resolve your complaint and if they can't resolve it, they'll take ownership and find someone who can.

If you feel we haven't, please tell us.

We want to be fair to all our customers, and if we can't resolve your complaint we'll tell you why and tell you what other options you have.

We'll aim to learn from what you tell us and take action to put things right.