Please contact us using the enquiry form below and we will call you to help
We aim for the highest standards of quality in the way we provide financial products and services. That’s why we want you to know exactly what you’re buying – and what you can expect from us.
We also understand that sometimes things don’t go as planned. If things do go wrong, we’re keen to quickly put them right. That’s why we value your feedback and treat all complaints seriously. Your comments, good or bad, are very important to us. They help us improve our service – and identify areas that could benefit from further development.
Our complaints procedure is designed to be fair and thorough. That’s why it can take some time to review your complaint as we need to work out what’s happened and fully address your concerns.
Whether your comments are about our customer service or any other aspect of your experience with us - we want to hear them. And we’re 100% committed to giving you the best service, every time – regardless of how you do business with us.
The first thing to do is tell us what’s gone wrong. You can share your concerns with our staff either in person; or by phone, email or letter:
Equity Release enquiries call: 0800 015 0993
Annuity enquiries call: 01737 233413
Write to: The Quality Assurance Team, Just, Enterprise House, Bancroft Road, Reigate, Surrey, RH2 7RP
To help us investigate and resolve your concerns as quickly as possible, please give us (where applicable):
Our first step is understanding what the issues are. After that, we’ll work out what we can do to put things right. If we can do this within three working days, we will. And we’ll send you a letter summarising your concerns (a Summary Resolution Communication) and the actions we’ve taken.
If we can’t resolve things within three working days, we’ll send you a letter by the fifth working day to acknowledge your complaint. It’ll also give you details of the person who’s handling your investigation – and how to contact them. We aim to resolve your complaint within four weeks of receiving it. If this is possible, we’ll send you a final response letter. If not, we’ll write to you with an explanation of what’s happening and when you should expect a formal reply. If we still haven’t resolved your complaint within eight weeks, we’ll let you know why and we’ll also let you know when we expect to be able to respond.
If you’re not happy with the way in which your complaint has been handled or you’re unhappy with the outcome you can refer it to the Financial Ombudsman Service within the following timescales:
This service was set up by law to provide consumers with a free, independent service for resolving disputes with financial firms.
The Financial Ombudsman Service can be contacted at:
Write to: Financial Ombudsman Service, Exchange Tower, London E14 9SR
Call: 0800 023 4567
Making a complaint to the Financial Ombudsman Service won’t affect your legal rights.