Making a complaint.

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.

If your complaint is with:

Legal & General Assurance Society

Please write to us at:

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

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
Birmingham
B5 4US

Legal & General (Portfolio Management Services) Limited

Please write to us at:

Customer Services Centre
Legal & General Retail Investments
PO Box 1004
Cardiff
CF24 0YS

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.

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

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

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.