Complaints

Friends Life is committed to giving you the level of service you need and expect. So if you tell us about a problem, we'll do our best to put it right as soon as we can.

We value your feedback as we want to make sure we’re giving our customers the best service we can – and it’ll help us to improve our service and products in the future too.

Telling us about your complaint

To help us address all your concerns quickly and accurately, please provide us with the full details of your complaint. If you have any paperwork or supporting documents you think may help in resolving your complaint please feel free to send this to us. Please also let us know what you think we could do to resolve the matter satisfactorily.

You can do this by telephone, email, letter or fax – whichever is easiest for you. Contact us.

Complaint procedure

  • When we receive your complaint, we will resolve your concerns immediately if we can and confirm this to you. If we are unable to do this, we will send you written acknowledgement promptly, providing you with the contact details of the person or team who will be dealing with your complaint.
  • Within 4 weeks we will either have sent you a full response to your complaint or we will update you on what is happening and confirm when we will contact you again.
  • Within 8 weeks we will either have sent you a full response telling you what we have done, or we will write to you explaining why we haven’t made a decision and indicating when we expect to be able to do so.
  • Final response – when we send you a final response, or if the 8 week point has been reached, we will give you more information about your option of referring your complaint to the Financial Ombudsman Service or the Pensions Ombudsman.

If you are satisfied with our final response, you don’t need to take any further action.

If you feel we have not addressed all of your concerns in our response, please give us the opportunity to put things right before approaching the Ombudsman.

The Financial Ombudsman Service (FOS)

The Financial Ombudsman Service handles individual complaints that consumers and financial businesses haven't been able to resolve themselves. The Ombudsman can look at complaints about a wide range of financial matters from insurance and mortgages to savings and credit. More information about the Ombudsman can be found at http://www.financial-ombudsman.org.uk/.

The Ombudsman will not review your complaint until we have issued our final response or until eight weeks have passed since we received your complaint.

At the appropriate time we will inform you when you are able to refer your complaint to the Ombudsman and send you their consumer leaflet which explains the service they provide. If you decide to refer your complaint to the Ombudsman, you need to do so within six months of receiving our final response.

If your complaint is about the administration of an occupational or private pension arrangement, the Ombudsman may refer your complaint to the Pensions Ombudsman.

The Pensions Ombudsman (PO)

The Pensions Ombudsman investigates complaints about pension schemes. Their service is free and open to people who have a complaint against those responsible for the running or administration of pension schemes.

In some cases the Pension Ombudsman may first refer your complaint to the Pensions Advisory Service (TPAS) who will help you with a problem, complaint or dispute about your occupational or private pension arrangement. If TPAS is unable to help resolve your complaint, it will be passed back to the Pension Ombudsman for further investigation.

Online Dispute Resolution (ODR)

If you have taken a product out online with Friends Life and are unhappy with the product or the service you received, you can also use the European Commission’s Online Dispute Resolution service to make a complaint. The purpose of this platform is to identify a suitable Alternative Dispute Resolution (ADR) provider and we expect that this will be the Financial Ombudsman Service. Please be aware that the Financial Ombudsman Service will only be able to consider your complaint after we have had the opportunity to consider and resolve this.

We Listen

Our ‘We Listen’ leaflet outlines our complaints procedure in more detail. If you make a complaint, we’ll send you a copy with our acknowledgement letter.