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.
We 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.
After 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.
You can contact us in the usual way, including by phone, letter or email, and if you have access to MyAccount by secure message. Relevant information should be in letters and documents you’ve received. Otherwise please see Contact us to find the relevant contact details for you.
You may also contact us on the details below:
Home, Tenants, Landlords and Lifestyle Insurance
Personal Pensions, Endowments or Bonds
Pension Risk Transfer
LGIM DC Workplace Pensions
Legal & General Home Finance (Lifetime Mortgages)
The Financial Ombudsman Service
Online Dispute Resolution Platform
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 an individual and with consideration.
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.
Why complaints matter to us
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.
To make sure that we continuously improve the products and services we offer, we monitor complaint trends, review these and act on them.
How we deal with complaints
We are committed to dealing with complaints as quickly as we can.
Our philosophy is to contact customers as soon as we hear from them to discuss their complaint, and make sure we understand their concerns. Talking to our customers gives us a real insight into what’s important to them and helps us to put things right quickly.
How we report on complaints
Legal & General operates as one brand but, in fact, our customers are looked after by a number of different firms. You probably won’t be familiar with the names of these firms, but our reporting shows which firms look after our range of products. In some cases the same products are sold by more than one firm.
This report details reportable complaints from individual customers. Our report includes our results for: