Making a
Complaint
Making a
We know that sometimes things can go wrong. Our number one priority is to provide you with the highest level of customer service. If there's a problem, please let us know and we'll try to provide a solution as quickly as possible.
We can usually resolve most issues straightaway. If it takes longer, we'll contact you to let you know who will be dealing with it and what the next steps are.
After looking into your complaint, we will respond as quickly as possible. If no decision has been reached, we will update you on progress after 4 and 8 weeks. If you disagree with our decision, feel we have misunderstood anything, or you have any extra information please let us know.
You may contact us on the details below:
Please include your phone number, so we can call you about your email. When sending emails, please do not include any personal, financial or banking details. This is because email is not a secure way of supplying information.
Annuity Ready
The Edge
Eden Business Park
Penrith
Cumbria
CA11 9FB
When contacting us, please have your policy number or quote reference to hand (where appropriate).
If your complaint relates to how we handle your personal data or your request is in relation to your individual rights, you also have the right to make a complaint to the Information Commissioner's Office (ICO).
Their address is:
First Contact Team
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
SK9 5AF
You can ask the Financial Ombudsman Service for an independent review if:
or
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 Financial Ombudsman Service
Exchange Tower
London
E14 9SR
0800 023 4567
We are committed to achieving an excellent customer experience. You can expect us to meet these principles when dealing with your complaint:
We'll treat you as an individual and with consideration.
We'll empathise with your concerns and respond quickly.We know your time is valuable, so we won't waste it.
The person you speak to will be able to help with your complaint.We give our people the support they need to resolve your complaint. If they can't resolve it, they'll take ownership and find someone who can.
We only make promises we can keep.If you feel we haven't, please tell us.
We'll do everything we can do to resolve your complaint.We want to be fair to all our customers. If we can't resolve your complaint, we'll tell you why and tell you what other options you have.
We want you to tell us what you think.We'll aim to learn from what you tell us and take action to put things right.