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

Online:

You can make a complaint using our online form.

Phone: 

0370 900 3116 
Lines are open 8am to 6pm, Monday to Friday. We may record and monitor calls.

Letter: 

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

Please quote 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.

Life Cover

This covers Life Cover, Mortgage Life Insurance, Critical Illness Cover, Over 50s Life Insurance and Parent Free Cover.

Email:

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.

Phone: 

0370 010 4080 (for issues relating to Legal & General Assurance Society).
9am to 5pm, Monday to Friday. We may record and monitor calls.

Letter:

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

Personal Pensions, Endowments or Bonds

Email:

MatureSavings.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.

Phone:

0370 050 0263 (for issues relating to Legal & General Assurance Society).
9am to 5pm, Monday to Friday. We may record and monitor calls.

Letter:

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

Retirement

Email:

retirement@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

Phone:

0345 7660 813*
9am to 5pm, Monday to Friday. We may record and monitor calls.

Letter:

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.

Pension Risk Transfer

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.

Your policy number will start with a G followed by 4 or 5 digits.

Email:

DBretirements@landg.com

Please 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.

Phone: 

03450 778778
Our opening hours are 9am to 5pm, Monday to Friday. We may record and monitor calls.

Letter:

Pension Risk Transfer
Legal & General
Pod 4, Building 1
City Park
The Droveway
Hove
BN3 7PY

Investments

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

Email:

investments@landg.com

Phone:

0370 050 0955*
8.30am to 6pm, Monday to Friday. We may record and monitor calls.

Letter:

Customer Services Centre
Legal & General Investments
PO Box 6080
Wolverhampton
WV1 9RB

*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. This number is not available from outside the UK.

LGIM DC Workplace Pensions

Email:

wscomplaints@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. 

Phone:

0345 070 8686
Lines are open 8.30am to 5.30pm Monday to Friday and Saturday 09.00-12.00 noon.We may record and monitor calls. 

Letter:

DC Workplace Pensions
Legal & General
6th Floor Brunel House
2 Fitzalan Road
Cardiff
CF24 OEB

Legal & General Home Finance (Lifetime Mortgages)

Email:

complaints@landghomefinance.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. 

Phone:

03330 048444
Lines are open 8.30am to 5.30pm Monday to Friday. We may record and monitor calls.

Letter:

Customer Outcomes Manager
Legal & General Home Finance
Chadwick House
Blenheim Court
Solihull
B91 2AA

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 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.

Letter:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Phone:

0800 023 4567 or 0300 123 9123

Email:

complaint.info@financial-ombudsman.org.uk

Website:

http://www.financial-ombudsman.org.uk

Online Forms:

General enquiries

Online Complaint Form

Online Dispute Resolution Platform

The European Commission has established an Online Dispute Resolution Platform (ODR Platform) http://ec.europa.eu/consumers/odr/index_en.htm 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.

PPI Complaints

The FCA has set a deadline for PPI. If you want to make a complaint to us, you’ll need to do this by 29 August 2019.

Email:

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.

Phone: 

0370 010 4080 (for issues relating to Legal & General Assurance Society).
9am to 5pm, Monday to Friday. We may record and monitor calls.

Letter:

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

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.