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 your online account 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:
This covers Life Cover, Mortgage Life Insurance, Critical Illness Cover, Over 50s Life Insurance and Parent Free Cover.
Email:
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
Email:
Annuities.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:
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.
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:
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
For customers who opened accounts from 2022
Email: ISAInvestments@landg.com
Phone: 0345 678 0020*
Letter:
Head of Complaints
Personal Investing
Four Central Square
Cardiff
CF10 1FS
For customers who opened accounts before 2022
Email:
Phone:
0370 050 0955*
9am to 5pm, Monday to Friday. We may record and monitor calls.
Letter:
Customer 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.
Email: personalpension@landg.com
Phone: 0345 678 0020*
Letter:
Legal & 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.
Email:
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
Saturday 09.00-12.00 noon.
We may record and monitor calls.
Letter:
DC 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:
- if you've taken out a lifetime mortgage with us and you're not happy with the product; or
- if you're unhappy with any customer service you received.
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
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.
Phone:
0121 221 2769
Monday to Friday 8.30am to 8pm
Saturday 9am to 1pm
Call charges will vary. We may record and monitor calls.
Email:
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.
Letter:
Please address your letter to:
Customer 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.
Regarding 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.
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:
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 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.
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: