Complaints
Our complaints process
- Contact us using your preferred contact method
- We’ll aim to resolve your complaint within 3 business days, following the day it’s received. If this is not possible, we’ll keep you informed until your complaint is resolved.
- If we can’t resolve your complaint within 3 business days, we’ll keep investigating it and be in touch once there’s a decision. This can take up to 8 weeks but we’ll aim to fix things before then.
How we handle your information
We’ll only use the info you share to deal with your complaint.
We will always treat your data with respect, to find out more about how we use your data, please see our Privacy Notice.
Call us
03455 28 88 88
Monday to Friday 8:00am to 9:00pm
Saturday 9:00am to 6:00pm
Call charges and information
03 numbers
Same as calls to 01 or 02 numbers and they are included in inclusive minutes and discount schemes in the same way.
0800 numbers
Free from UK landlines and personal mobile phones.
Calls may be recorded for training and quality purposes.
Solicitors and claims management companies can make a complaint on someone’s behalf. To do this, they’ll need to provide a signed letter of authority.
Our complaints data
01 April to 30 September 2024
| Product/Service group | Provision (at reporting period end) | Intermediation (within the reporting period) | Number complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage after 3 days but within 8 weeks | Percentage upheld | Main cause of complaint opened |
|---|---|---|---|---|---|---|---|---|
| Decumulation & Pensions* | 25.43 per 1000 accounts | N/A | 713 | 796 | 0.14% | 99.1% | 92% | Processing Delays |
| Investments** | 13.47 per 1000 accounts | N/A | 1153 | 1333 | 0.26% | 98.7% | 91.6% | Processing Delays |
To put complaints figures into context, the ‘per 1,000’ accounts / policies metric is used for more meaningful comparisons between different providers.
*For every 1,000 pension accounts we administer, this is the number of complaints we received across the six months reporting period.
**For every 1,000 Investment Accounts and Stocks and Shares ISAs we administer, this is the number of complaints we received across the six months reporting period.