We know that sometimes things go wrong. If this happens we want to put it right quickly. As a valued customer of Legal & General, we want you to tell us if our products, our service or our people do not meet your expectations.

If your complaint is about an Endowment product , call us on 0845 674 0741. For anything else , call us on 0845 070 6466. Lines are open 9:00am to 5:00pm Monday to Friday (we’ll charge calls at your local rate).

Alternatively, write to us at:

Complaints Department
Legal & General Assurance Society
City Park
The Droveway
Hove
BN3 7PY

We’ll try to deal with your complaint within 48 hours. If this isn’t possible we’ll send you a letter within five working days confirming who will deal with it and what the next steps are.

An experienced person will deal with your complaint and keep in touch with you regularly to tell you of progress.

After looking into your complaint we’ll write to tell you our decision and confirm what we’ll do or what else you may need to do. If you disagree with our decision, feel we have misunderstood anything or you have any extra information please let us know.

If however;

• you do not accept our final decision, or;
• you have not received a final decision letter within eight weeks from the date we received your complaint,

you may be able to refer your complaint to the Financial Ombudsman Service*.

The Ombudsman usually expects customers to allow us to address their complaints before contacting them unless there has been an undue delay. We’ll let you know if you can refer your complaint to the Ombudsman.

To contact the Ombudsman:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Telephone number: 0845 080 1800
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

* In some circumstances you may be able to refer your complaint to the Pensions Ombudsman. In which case, we’ll tell you how to do this.

We take all customer dissatisfaction seriously. To support our commitment to achieving an excellent customer experience you can expect us to meet these principles when dealing with your complaint:

• We’ll treat you as a person, not a number.

• We give our people the support they need to do their job. The person you speak to will be able to help with the complaint. If they can’t they’ll take ownership and find someone who can.

• We’ll say sorry and respond to your complaint quickly. We know your time is valuable so we won’t waste it.

• We only make promises we can keep. If you feel we haven’t, please tell us.

• We always aim to make sure you go away happy. We’ll do everything we can to put your complaint right. If we can’t we’ll tell you why and let you know what other options there are. We aim to be fair to all our customers.
  
• We want you to tell us what you think. We’ll aim to learn from what you tell us to make sure we get it right next time.