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.
\nWe can usually resolve most issues straightaway. If it takes longer we’ll contact you to let you know who will be dealing with it and what the next steps are.
\nAfter looking into your complaint we will respond as quickly as possible and keep in touch with you until your complaint has been resolved. If you disagree with our decision, feel we have misunderstood anything or you have any extra information please let us know.
\nYou can contact us in the usual way, including by phone, letter or email. Relevant information should be in letters and documents you’ve received. Otherwise please see Contact us to find the relevant contact details for you.
\nYou may also contact us on the details below:
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\nPlease 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.
\n0370 010 4080 (for issues relating to Legal & General Assurance Society).
9am to 5pm, Monday to Friday. We may record and monitor calls.
Legal & General Assurance Society Limited
City Park
The Droveway
Hove
BN3 7PY
Annuities.Complaints@landg.com
\nPlease 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
\n0345 7660 813*
9am to 5pm, Monday to Friday. We may record and monitor calls.
Legal & General Assurance Society Ltd
PO BOX 809
Cardiff
CF24 OYL
*Calls to this number will not exceed your fixed line or mobile phone provider's national rate and will be included in any inclusive free minute plan or discount scheme you may have with your telephone provider. Call charges will vary between telephone providers.
","brandIcon":{"iconAccentColour":"transparent","bottomSpacing":"standard"},"bottomSpacing":"standard"}}},{"displayOption":"","contentLink":{"id":17001,"workId":0,"guidValue":"873540c4-711e-458e-9fae-d664527207c8","expanded":{"contentLink":{"id":17001,"workId":0,"guidValue":"873540c4-711e-458e-9fae-d664527207c8"},"name":"Pension Risk Transfer","language":{"displayName":"English","name":"en"},"existingLanguages":[{"displayName":"English","name":"en"}],"contentType":["Block","AccordionFeederBlock"],"parentLink":{"id":16997,"workId":0,"guidValue":"9a8b1970-90a3-4794-ace3-e21e9fc936d9","url":"https://www.legalandgeneral.com/asset/4969b7/globalassets/personal/existing-customers/making-a-complaint/accordion/"},"changed":"2024-04-09T14:25:15Z","title":"Pension Risk Transfer","body":"This product relates to an old occupational pension scheme you were previously a member of, which has been transferred to Legal & General by the previous scheme managers.
\nYour policy number will start with a G followed by 4 or 5 digits.
\nPlease include the name of the pension scheme and the group policy number if you know it (this will begin with letter ”G ”followed by 4 or 5 digits). If you'd like us to call you back to discuss your email, then please also provide a phone number so we can contact you during our working hours which are Monday to Friday, 9am to 5pm.
\n03450 778778
Our opening hours are 9am to 5pm, Monday to Friday. We may record and monitor calls.
Pension Risk Transfer
Legal & General
Pod 4, Building 1
City Park
The Droveway
Hove
BN3 7PY
Email: ISAInvestments@landg.com
\nPhone: 0345 678 0020*
\nLetter:
\nHead of Complaints
Personal Investing
Four Central Square
Cardiff
CF10 1FS
Email:
\n\nPhone:
\n0370 050 0955*
\n9am to 5pm, Monday to Friday. We may record and monitor calls.
\nLetter:
\nCustomer Services Centre
Legal & General Investments
PO Box 6080
Wolverhampton
WV1 9RB
*Lines are open 9.00am – 5.00pm Monday to Friday. We may record and monitor calls. Call charges may vary.
","brandIcon":{"iconAccentColour":"transparent","bottomSpacing":"standard"},"bottomSpacing":"standard"}}},{"displayOption":"","contentLink":{"id":32423,"workId":0,"guidValue":"ca29a098-3240-4456-95f3-0e800c932884","expanded":{"contentLink":{"id":32423,"workId":0,"guidValue":"ca29a098-3240-4456-95f3-0e800c932884"},"name":"Self-Invested Personal Pension or Personal Pension","language":{"displayName":"English","name":"en"},"existingLanguages":[{"displayName":"English","name":"en"}],"contentType":["Block","AccordionFeederBlock"],"parentLink":{"id":32422,"workId":0,"guidValue":"5121a2e3-4fa4-43ce-9fc4-f40d02dcc410","url":"https://www.legalandgeneral.com/asset/49bde0/contentassets/5121a2e34fa443ce9fc4f40d02dcc410/"},"changed":"2024-06-03T09:36:22Z","title":"Self-Invested Personal Pension or Personal Pension","body":"Email: personalpension@landg.com
\nPhone: 0345 678 0020*
\nLetter:
\nLegal & General Retail Savings,
Calon, Four Central Square,
Cardiff,
CF10 1FS.
*Lines are open 9.00am – 5.00pm Monday to Friday. We may record and monitor calls. Call charges may vary.
","brandIcon":{"iconAccentColour":"transparent","bottomSpacing":"standard"},"generateFaqSchema":false,"bottomSpacing":"standard"}}},{"displayOption":"","contentLink":{"id":17003,"workId":0,"guidValue":"74279b8b-c152-4fed-9b65-3ef1c4d90e05","expanded":{"contentLink":{"id":17003,"workId":0,"guidValue":"74279b8b-c152-4fed-9b65-3ef1c4d90e05"},"name":"LGIM DC Workplace Pensions","language":{"displayName":"English","name":"en"},"existingLanguages":[{"displayName":"English","name":"en"}],"contentType":["Block","AccordionFeederBlock"],"parentLink":{"id":16997,"workId":0,"guidValue":"9a8b1970-90a3-4794-ace3-e21e9fc936d9","url":"https://www.legalandgeneral.com/asset/4969b7/globalassets/personal/existing-customers/making-a-complaint/accordion/"},"changed":"2024-04-11T14:36:51Z","title":"LGIM DC Workplace Pensions","body":"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.
\n0345 070 8686
\nLines are open 8.30am to 5.30pm Monday to Friday
\nSaturday 09.00-12.00 noon.
\nWe may record and monitor calls.
\nDC Pensions
Legal & General
PO Box 1561
Peterborough
PE1 9AS
Use the information below to make a complaint about a Legal & General Lifetime Mortgage, or Retirement Interest Only Mortgage. A complaint to Legal & General Home Finance could cover:
\ncomplaints@landghomefinance.com
\nPlease 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.
\n03330 048444
\n
Lines are open 8.30am to 5.30pm
Monday to Friday.
\nWe may record and monitor calls.
\nCustomer Outcomes Manager
Legal & General Home Finance
PO Box 17225
Solihull
B91 9US
Use the information below to make a complaint about our advice service. A complaint to Legal & General Financial Advice could cover: if you're unhappy with the advice you received, the conduct and customer service of the adviser or call handler, or if you have a complaint about our policies.
\n0121 221 2769
\nMonday to Friday 8.30am to 8pm
\nSaturday 9am to 1pm
\n
Call charges will vary. We may record and monitor calls.
Please include your phone number, so we can call you about your email Monday to Friday between 9.30am to 6pm. When sending emails you should not include any personal, financial or banking details, as this method is not a secure way of supplying information.
\nPlease address your letter to:
\nCustomer Outcomes Manager
Legal & General Financial Advice
PO Box 17225
Solihull
B91 9US
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 may 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.
\nRegarding Pensions - Please note the Financial Ombudsman Service referral rights may not be offered in all circumstances. Escalation rights will differ depending on complaint type and product held. The escalation rights relevant to you will be provided within our complaint response where appropriate.
\nThe Financial Ombudsman Service
Exchange Tower
London
E14 9SR
0800 023 4567 or 0300 123 9123
\ncomplaint.info@financial-ombudsman.org.uk
\nhttp://www.financial-ombudsman.org.uk
\nTo support our commitment to achieving an excellent customer experience you can expect us to meet these principles when dealing with your complaint:
\nWe’ll treat you as an individual and with consideration.
\nWe want all our customers to be able to access our services equally.
Please let us know if you need any reasonable adjustments to be considered to help you with your complaint. Examples include, providing documents in larger print or communicating by telephone in addition to writing.
We’ll empathise with your concerns and respond quickly.
We know your time is valuable, so we won’t waste it.
The person you speak to will be able to help with your complaint.
We give our people the support they need to do their job to resolve your complaint and if they can’t resolve it, they’ll take ownership and find someone who can.
We only make promises we can keep.
If you feel we haven’t, please tell us.
We’ll do everything we can do to resolve your complaint.
We want to be fair to all our customers, and if we can’t resolve your complaint we’ll tell you why and tell you what other options you have.
We want you to tell us what you think.
We’ll aim to learn from what you tell us and take action to put things right.
We take complaints very seriously. Customer feedback helps us understand where things have gone wrong, and gives us the opportunity to put them right. It also helps us to understand where we need to improve our products and services.
\nTo make sure that we continuously improve the products and services we offer, we monitor complaint trends, review these and act on them.
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\nThis report details reportable complaints from individual customers. Our report includes our results for:
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