Complaints - Friends Life
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Contact us

If you are a heritage Friends Provident customer and you have a complaint about a product you have bought from us, please contact us by:

Telephone: 0845 266 3063
Email: Service Complaints Team
Postal address: Service Complaints Team
PO Box 1550
Milford
Salisbury
Wiltshire
SP1 2TW

If you are a heritage Axa or a Friends Life customer and you have a complaint about a product you have bought from us, please contact us by:

Telephone: 0117 989 9000
Email: Complaints Team
Postal Address: Complaints Team
Friends Life
Friends Life Centre
PO Box 1810
Bristol
BS99 5SN

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Complaints

Friends Life is committed to giving you the service you need. If you tell us about a problem, we'll try our best to put it right.

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.

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 final response, please tell us what we can do to resolve these before approaching the Ombudsman.

The Financial Ombudsman Service (FOS)

The Financial Ombudsman Service provides a free and independent service to customers. Their role is to settle disputes between financial businesses and their customers.

The Ombudsman will not normally 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 tell you when you can 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

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.

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.