Complaints

How to make a complaint and what we will do with it.

Select a topic from below...

Making a complaint
If I have a complaint what should I do?
Our Internal Complaint Handling Procedure
How will you deal with my complaint
How quickly will you deal with my complaint
What do I do if I am not happy with the outcome?

Making a Complaint

If you do not understand something or you think there may be a problem, ask for an explanation right away. You can often get matters sorted out quickly and easily if you do this.

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If I have a complaint what should I do?

Contact the member of staff you originally dealt with. They should be familiar with your case and may be able to clear up any misunderstanding.

If you remain dissatisfied you may wish to make a formal complaint.

It will assist our investigation if you are able to provide the following information:

• Include any reference numbers (e.g. plan, claim or mortgage account numbers).
• State your case clearly and include relevant dates.
• Send copies of relevant documents and hold on to originals.

Please keep a copy of your own letter for your reference.

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Our Internal Complaint Handling Procedure

Standard Life is regulated by the Financial Services Authority (FSA) and fully supports and adheres to its rules on complaint handling. Visit the FSA website.

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How will you deal with my complaint?

We will:

• record details of your complaint centrally
• make sure your complaint is thoroughly investigated by someone who has been trained in complaint handling
• send copies of relevant documents and hold on to originals
• correct any mistakes we have made; and
• let you know the outcome.

A manager will oversee this process.

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How quickly will you deal with my complaint

We will always try to resolve all complaints as quickly as possible.

If we are unable to deal with the complaint promptly we will issue you with an acknowledgement letter and provide you with regular updates.

You can write to us at:

Standard Life Assurance Limited

Standard Life House
30 Lothian Road
Edinburgh EH1 2DH

Standard Life Healthcare Limited

Managing Director's Office
Wey House
Farnham Road
Guildford
Surrey GU1 4XS

Standard Life Bank plc

Customer Relations Team
Dundas House
20 Brandon Street
Edinburgh
EH3 5PP

Standard Life Investments Limited

1 George Street
Edinburgh EH2 2LL

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What do I do if I am not happy with the outcome?

Where your concerns cannot be resolved to your satisfaction, you can, at this stage, ask the Financial Ombudsman Service (FOS) to help.

The service is impartial and conducts independent investigations. You may be able to refer your complaint to the Financial Ombudsman Service (FOS).

You can contact the FOS as follows:

The Financial Ombudsman Service

Phone

Email

Website

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