We know that sometimes things can go wrong. Our number one priority is to provide you with the highest level of customer service. If there’s a problem please let us know and we’ll try to provide a solution as quickly as possible.

As soon as you contact us about a complaint we will:

  • Try to deal with your complaint within 48 hours.
  • If this isn’t possible we will send you a letter within five working days confirming who will be handling your complaint.
  • After investigating your complaint we will respond, as quickly as possible and if no decision has been reached we will update you on progress after 4 and 8 weeks.

For complaints please contact us on the details below or send an email to online.complaints@landg.com

Please include your phone number, so we can call you about your email Monday to Friday between 9am to 5pm.

When sending emails you should not include any personal, financial or banking details, as this method is not a secure way of supplying information.

If your complaint is with:

Legal & General Assurance Society

Please write to us at:

Legal & General Assurance Society Limited
City Park
The Droveway

Telephone:  03700 104 080
We may record and monitor calls. Call charges will vary.

Legal & General Insurance Limited

Please contact our Birmingham office quoting your policy number or claim number. The address and telephone number of the main office where the manager is located are shown on your policy schedule or last renewal notice. If the local manager is unable to resolve your complaint, you should write to:

Legal & General Insurance Limited
The Podium
Centre City House
5 Hill Street
B5 4US

Legal & General (Portfolio Management Services) Limited or Legal & General (Unit Trust Managers) Limited

Please write to us at:

Customer Services Centre
Legal & General Investments
PO Box 6080

The Financial Ombudsman Service

If we haven’t issued our ‘final response’ within eight weeks from the date you first raised your complaint, or if you’re dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review. The Financial Ombudsman Service will only consider your complaint once you’ve tried to resolve it with us, so please take up your concerns with us first and we’ll do all we can to help.

The Financial Ombudsman Service
Exchange Tower
E14 9SR

0800 023 4567 or 0300 123 9123

Email:  complaint.info@financial-ombudsman.org.uk
Website:  http://www.financial-ombudsman.org.uk

Online Dispute Resolution Platform

The European Commission has established an Online Dispute Resolution Platform (ODR Platform)   that is specifically designed to help EU consumers who have bought goods or services online from a trader based elsewhere in the EU and subsequently has a problem with that online purchase. The ODR platform will refer your complaint to the Financial Ombudsman Service who will pass it on to Legal & General. 

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 staff 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 precious 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 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.