24 August 2019

Complaints

Occasionally we don’t get things right and our service falls short of the high standards our customers are entitled to. We take all complaints very seriously and investigate each one promptly and fairly so we can give each customer a full and considered response.

Our promise to you

This is what we promise to do about your complaint:

  • To investigate it promptly and fairly.
  • To try to resolve it straight after you contact us.
  • To try to resolve it with you on the telephone.
  • To keep you up to date about how we are getting on with investigating it.
  • To write to you with our decision once when we have investigated it (unless we’ve resolved it with you on the telephone).

Information to help us help you

To help us resolve your complaint more effectively, we’ll need the following information when you write to us:

  • Mark your letter ‘Complaint’ and keep a copy.
  • Give your full name (and the name of the policyholder if it’s not you).
  • Give your full postal address including postcode and a daytime telephone number where we can call you.
  • Quote any policy or reference number you have been given.
  • If you are complaining about an investment, give:
    • the name of the investment you bought
    • the date you bought it
    • the name of the person who advised you or arranged the investment, if you know it.
  • Outline your complaint clearly, including relevant dates. Set out the facts in the order in which they happened, avoiding unnecessary detail and repetition.
  • Tell us clearly what you would like us to do as a result of your complaint.
  • Enclose copies of documents if these are relevant, keeping the originals.
  • Include any further information you think we may need to know.

What happens next?

We will always do everything we possibly can to sort out the problem.

If you telephone us

We may be able to resolve your complaint straight away and if we do resolve your complaint straight away or by a follow up call within 3 days we will confirm that your complaint is resolved in writing to you with a summary resolution communication letter to you, as long as you confirm you  are satisfied with the outcome. Otherwise, we will send you a letter acknowledging your complaint within 5 working days of receiving it. In this letter we’ll summarise your complaint so you can check we have understood it correctly.

If you write to us

If possible we will try to contact you by phone within 3 days to try and resolve your complaint and if we do we will confirm that your complaint is resolved in writing to you with a summary resolution communication letter to you, as long as you confirm you  are satisfied with the outcome when we speak to you.  If we do not manage to speak to you we will send you a letter acknowledging your complaint within 5 working days of receiving it. If you haven’t heard from us within 7 working days of the day you think we should have received your complaint, please call us to check whether we’ve received it. To investigate your complaint we may also need to contact other people, for example your employer or pension scheme trustees. Before we do this we will send you a form to sign giving us authority.

How long will the investigation take?

We expect to complete our investigation within 4 weeks of receiving your complaint, although it may be sooner. If we can’t complete the investigation within 4 weeks, we will write to you explaining the delay. If there is a further delay in investigating your complaint, we will write to you again 8 weeks after receiving your complaint to explain the delay. If you are not satisfied with the reason for the delay, you can refer your complaint to the Financial Ombudsman Service or the Pensions Ombudsman. When we write to you at this stage we will enclose a leaflet explaining how to do this.

What happens at the end of the investigation?

When we have completed our investigation we will write to you with our decision and the reasons for it. Where appropriate, we will include details of any settlement we are prepared to offer. If you are not satisfied with our decision or summary resolution communication letter, you can take your complaint to the Financial Ombudsman Service or the Pensions Ombudsman. We will enclose with our decision letter a leaflet explaining how to do this and with our summary resolution communication, a link to the Financial Ombudsman Service website and leaflet.

How to complain

By telephone

Please call us on 0161 274 8890 between 8am and 5pm Monday to Friday, except bank holidays.

By post

Please write to:

Customer Relations
Royal London
Royal London House
Alderley Road
Wilmslow
Cheshire
SK9 1PF

About the Royal London Group | Legal Information | Modern Slavery Statement

The Royal London Mutual Insurance Society Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Registered in England and Wales number 99064. Registered office: 55 Gracechurch Street, London, EC3V 0RL. RL Marketing (CIS) Limited is authorised and regulated by the Financial Conduct Authority. Registered in England and Wales number 3390839. Registered office: 55 Gracechurch Street, London, EC3V 0RL. RLUM Limited is authorised and regulated by the Financial Conduct Authority. Registered in

England and Wales number 2369965. Registered office: 55 Gracechurch Street, London, EC3V 0RL.

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