We’re serious about resolving customer issues fairly and as quickly as possible.

We believe the majority of problems can be resolved immediately and to your satisfaction by contacting our Customer Centre.

We also have a complaints procedure to deal with any issues that can’t be resolved through the Charter or any complaints you may have about the Retirement Advantage products you have purchased.

Customer complaints procedure

  1. To make a complaint, please contact us by one of the following ways:
    For Retirement Account and annuity products:
    Call 0800 032 7690
    8am to 6pm Monday to Friday

    For equity release products:
    Call 0800 068 0212
    9am to 5pm Monday to Friday

  2. If we’ve been able to resolve your complaint immediately we will send you a written resolution letter within 3 working days.

  3. If we cannot resolve your complaint immediately, we’ll write to you within 5 working days acknowledging your complaint and explaining the next steps. We will investigate your complaint thoroughly. We’ll write to you again if your complaint is still unresolved after eight weeks of initially receiving your complaint. Our letter will explain the reason for the further delay and let you know when we expect to be able to provide a final response. We’ll also explain what action you may take if you are dissatisfied with the progress of the investigation.

  4. When we’ve concluded our investigation into your complaint, we’ll explain our decision in writing.

  5. If after 8 weeks we have been unable to satisfy your complaint, or haven’t sent you our final response, you can write to the Financial Ombudsman:

    Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
    Telephone:  0800 023 4 567

    However, the Financial Ombudsman is unable to deal with your complaint unless you’ve first given us the chance to put things right.

We’ve made our complaints procedure easy to follow, so that you should not have to use a solicitor or seek professional help. If you choose to do this, you’ll be responsible for the costs.

For further information please talk to your financial adviser.