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
Email: complaints@wearejust.co.uk
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):

• your full name and address;
• a daytime phone number (where we can contact you in case of a query);
• a clear description of your concerns;
• your policy number or reference; and
• copies of any relevant documents, letters, or policies.

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: 

• If you have not received a final response from us and it has been eight weeks since we received your complaint.
• Within six months of being sent your final response letter or your Summary Resolution Communication.

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
Email: complaint.info@financial-ombudsman.org.uk
Visit: financial-ombudsman.org.uk

Making a complaint to the Financial Ombudsman Service won’t affect your legal rights.