What you can expect from us
We are committed to providing the highest level of service to our customers, however we realise that occasionally there may be times when our service falls short of the high standards our customers are entitled to. We are committed to investigating all of our customer complaints and so if you are not satisfied with the service provided to you we would like to hear from you. We will deal with all complaints promptly, professionally and fairly. It is only when customers take the time to tell us about these issues that we are able to put things right and also make improvements for the future.
This policy explains what you need to do and what you can expect from us in these circumstances.
You can inform us of a complaint in any of the following ways:
Phone our Customer Service Team on 1800 453 453* between the hours of 8.00am and 6.00pm Monday to Friday.
Write to the Compliance Manager at Royal London Group, Royal London House, 47 St. Stephen's Green, Dublin 2.
Send us a fax at us at 01 662 5095
*Telephone calls may be recorded for training and security purposes.
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 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; and
- If applicable, the name of the person who you have been dealing 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 that we expect, but we will keep you updated on the progress we are making whilst we continue to investigate your complaint.
In the very unlikely event of us not having resolved your complaint within 40 business days we will write to you and tell you the reason why with an expectation of likely timescales. Should this be the case, you have the right to refer your complaint to the Financial Ombudsman Service.
Also if you have received our final response and you are not happy with this, you have the right to refer your case to the Financial Services Ombudsman Bureau.