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...

How should I contact you if I 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.

You can inform us of a complaint

If you bought a Royal London, Caledonian Life, The Caledonian Life Insurance Company or GRE Life policy 

If you bought a Royal Liver policy or Irish Life policy which transferred to Royal Liver in 2002  If you have a Royal London policy and live in Germany

By Telephone

01 429 3333

01 429 3440 +44 1624 681 831
By Email
By 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.

What information do you need from me to help process my complaint?

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

Who will deal with my 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 consultant investigating your case along with their phone number.

How long will it take for my complaint to be dealt with?

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.

What can I do if I am not satisfied with your response?

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

The Financial Services and Pensions Ombudsman can be contacted as follows:

Telephone 01 567 7000
Post Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place, Dublin 2

If you need information and guidance concerning your pension arrangements contact The Pensions Authority

The Pensions Authority can be contacted as follows:

Telephone 01 613 1900
Post The Pensions Authority, Verschoyle House, 28-30 Lower Mount Street, Dublin 2