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Complaints Policy

It's always important to us that we hear from you - whether the feedback is good or not.

While we're proud of our award-winning customer service, we accept sometimes we fall short of the mark.

If this has happened and you've experienced poor service, we'd like to know so that we can deal with your concerns as quickly as possible. The sooner you tell us, the sooner we can assign someone to your complaint to investigate and resolve it.

We hope you never have to make a complaint, but if you do, this policy explains what you need to do and what you can expect from us in these circumstances.

Who to contact if you have a complaint:

Our Existing Business Department will record details of the complaint and will work with you to resolve it as quickly as possible.

Please contact us directly using the details below, or through your Financial Broker.

Phone 01 429 3333
Email service@royallondon.ie
Post 47-49 St. Stephen’s Green, Dublin 2

 

We will try and resolve matters to your satisfaction straightaway, but should this not be possible we will deal with your complaint as summarised below.

Acknowledgement

We will:

  • Send you a written acknowledgement within five business days of receiving your complaint.
  • Include a statement confirming our understanding of your complaint.
  • Tell you the name of the person who will be your point of contact for your complaint until either it is resolved or it cannot be processed any further.

This person will have sufficient experience to review your concerns fairly and will not have been directly involved in the matter which gave rise to your complaint.

If it is apparent that another party is either solely or jointly responsible for the cause of your complaint, then we must refer either all or part of your complaint to them. If this happens, we will write to you with their contact details. In the case of joint responsibility, we will also tell you which part of your complaint we have referred.

Our Investigation

We will investigate your complaint as quickly as possible and try to resolve matters within 40 business days of its receipt. In any event, we will give you written updates on the progress of our investigation at intervals of not greater than 20 business days from receipt of your complaint.

If your complaint has not been resolved within 40 business days of its receipt we will:

  • Inform you of the anticipated timeframe within which we hope to resolve it.
  • Inform you of your right to refer the matter to the Financial Services and Pensions Ombudsman.
  • Provide you with the contact details for the Ombudsman.

Completion of Investigation

We will advise you in writing of the outcome of our investigation within five business days of its completion, and explain the terms of any offer or settlement being made.

We will inform you again of your right to refer the matter to the Ombudsman and provide the contact details.

Some frequently asked questions

This section is to help provide some general information. Please call us if you need any further information.

To help us investigate and resolve the problem as quickly as we can, please provide the following key information when you contact us:

  • Your name, address and, where applicable, policy number.
  • Details regarding your concern or complaint.
  • What you would like us to do to put it right.
  • Any relevant documents to support your complaint.

Your complaint will be investigated by our Existing Business Department. A Case Number will be allocated to you for any future correspondence, and if we can’t resolve your complaint right away, we'll provide you with the name of the person investigating your case along with their phone number.

If you telephone us we may be able to resolve your complaint straight away, but if we can’t do this we will write to you to acknowledge your complaint and tell you the name and telephone number of the person who will investigate it.

Our aim is to reply to you with the results of our investigations as soon as possible, but very occasionally our investigations can be more time consuming than we expect, but we will keep you updated on the progress we are making whilst we continue to investigate your complaint.

If your complaint is not dealt with to your satisfaction, you may refer your complaint to the Financial Services and Pensions Ombudsman.

The Financial Services and Pensions Ombudsman service (FSPO) is an independent, impartial, fair and free service that helps resolve complaints with pensions providers and regulated financial services providers.

Financial Services and Pensions Ombudsman
Phone 01 567 7000
Email info@fspo.ie
Post Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place, Dublin 2
Website www.fspo.ie

The Pensions Authority can provide information and guidance concerning your pension arrangements.

The Pensions Authority 
Phone 01 613 1900
Email info@pensionsauthority.ie
Post The Pensions Authority, Verschoyle House, 28-30 Lower Mount Street, Dublin 2
Website www.pensionsauthority.ie 

If you took out your policy when we were called a different name, here's the relevant contact information:

If you bought a:

Caledonian Life, The Caledonian Life Insurance Company or GRE Life policy 

 Royal Liver policy or Irish Life policy which transferred to Royal Liver in 2002  Royal London policy and live in Germany

Phone

01 429 3333

 01 429 3440 +44 1624 681 831
Email service@royallondon.ie info@royallondon.ie olab@rl360.com
Post  Royal London, 47-49 St. Stephen's Green, Dublin 2. Royal London, PO Box 12995, Dublin 2

International House, Cooil Road, Douglas,  Isle of Man, IM2 2SP, United Kingdom
Office hours are Monday to Friday 8am - 6pm.