23 September 2019

Important Information

Your personal information

Data Protection laws require us to tell you about how we will use your personal information and when it will be disclosed. This means you can be sure we’re using your personal information in a responsible manner.

You may ask us at any time (for a small fee) to see the information held by us, relating to you. If any of this information is inaccurate, you can ask us to correct it.

You may also choose not to receive information about our financial products and the other products and services available from The Royal London Group. If you would like to change your preferences, write to Marketing Department, Royal London House, Alderley Road, Wilmslow, SK9 1PF, or call us on 03456 057777.

How we use your personal information

We treat all personal information as confidential.

The information you provide to us is collected on behalf of:

  • Royal London Unit Managers Limited (for Unit Trust investments),
  • RL Marketing (CIS) Limited (for investments in The Investment Bond), and
  • Royal London (for investments in Platinum Bond Plus, Platinum Plus and pensions.

all of which are part of The Royal London Group.

Your personal information will be used in the administration of your business. The information will be used to ensure our records are accurate and may be analysed by The Royal London Group to improve our service to you.

The information may also be used by members of  The Royal London Group and The Royal London Group for research and marketing purposes.

Generally we will assume that if we have explained to you how we will use your personal information, and you proceed to provide us with your details, then you consent to those uses. However, in some circumstances we will ask you to confirm that you consent to certain uses of information. This is usually because the law or industry codes of practice require us to ask for your specific consent, or if the information is of a particularly sensitive nature.

You might need to give us information about other individuals in connection with your business with us. In this case, you should check that they agree to information being supplied to us and to the uses outlined. Unless they are under the age of 18, in which case we will assume you are acting on their behalf.

Full details about how we may use your personal information will be provided to you before you invest.

Disclosure of your personal information

We never sell lists of our customers to outside organisations.

However, we may disclose details to members of The Royal London Group so as to identify products and services that may be of interest to you. In addition, there are some circumstances under which we may need to disclose information about you to outside organisations. These include:

  • for pension products we may need to disclose your personal information to government agencies, other schemes and employers.
  • for ISA products we may need to disclose your personal information to government agencies.
  • in rare circumstances, where we lose contact with a customer due to changes of address, we may pass personal information to the Unclaimed Assets Register, which, on payment of a fee, individuals or their representatives may approach for the purpose of checking entitlement.
  • for the purposes of fraud prevention and detection, we may pass information to the relevant agencies where appropriate.
  • there may be other circumstances where we are obliged by law to reveal personal information, for example to the Financial Conduct Authority.

The Financial Services Compensation Scheme

If you would like to find out more about the Financial Services Compensation Scheme, take a look at fscs.org.uk

The Financial Services Compensation Scheme (FSCS) can provide compensation to investors when UK-authorised financial services companies become insolvent and are unable to pay claims made against them.

In the unlikely event that we become insolvent and are unable to meet our obligations to you in full, you may be entitled to claim compensation from the FSCS.

Although investments in Unit Trusts (including the Stocks & Shares ISA) are managed by RLUM Limited, the investments are actually held by an independent trustee. This means that in the unlikely event that our company becomes insolvent; your unit trust investments should not be affected.

In rare circumstances, you might have a claim which would not be fully covered by investments in the unit trust, in which case the FSCS would cover up to £50,000 per person.

Investments in our personal pensions and in Platinum Bond Plus and Platinum Plus would be covered for 100% of the claim, without upper limit.

The Investment Bond is provided by Aviva and your investment is held by Aviva.

In the unlikely event that Aviva becomes insolvent, the total amount covered would be 100% of the claim, without upper limit.

Telling us what you think, or making a complaint

We do our best to make sure you’re happy with the service you receive but we know that sometimes, things can go wrong.

If you let us know when you are not happy, we have the opportunity to put things right as quickly as possible, and helps us to improve our service for all our customers. So if you’d like to give us your feedback or make a complaint, please contact us.

We promise to:

  • treat your complaint fairly and promptly
  • try to resolve complaints straight away, when you first contact us
  • respond to you by phone if possible, and in writing once our investigations are complete if we have not been able to resolve your query when you first contact us
  • keep you informed of our progress.

Write to us at:

Customer Relations
Royal London
Royal London House
Alderley Road

Our disclaimer

We are the owner or the licensee of all intellectual property rights in our site and in all the material published on it. These rights are protected by laws and treaties around the world, including copyright and trademark laws. You have no right to use such materials or intellectual property rights except as provided in these terms.

You may print one copy of, and may download one extract from, each page of our site for your personal reference.

In addition, information expressly made available for download on our site may be downloaded (and printed, if required) in full a reasonable number of times. These downloads may be used for your personal reference and circulated to others within your organisation (if any). You may also circulate these downloads, where we indicate they are suitable, to your clients.

You must not remove any indications of ownership from any printed copies or downloads that came from our site under any circumstances. Where no such indications exist, our status (and that of any identified contributors) as the authors of material on our site must always be acknowledged.

You may not post any copies or downloads that came from our site on any networked computer, or publish them to any media, or modify them in any way, or make any statements or undertake any actions in relation to them (including as to their accuracy) which could result in legal liability for us.

The information contained in our site has been published in good faith and with the aim of ensuring its accuracy, but in certain cases it may be incomplete, out of date or incorrect. In particular, all prices quoted on our site are updated periodically, but may be out of date or inaccurate as at the time you view them and should be treated as being indicative only.

If we become aware of any material inaccuracies in the information in our site, we will use reasonable efforts to correct them.


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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.

Group Registered VAT Number 368 5244 27