Making A Complaint

We strive to provide an excellent policyholder experience. However, we realise that on occasion things may go wrong. If you have experienced a problem please let us know and we will try to provide a solution as quickly as possible. If it takes longer we will contact you to let you know what we are doing to address it and what the next steps are. 

  • We deal with complaints in accordance with the rules laid down by our Regulator, the Financial Conduct Authority. When we receive either a verbal or written complaint we will:
  • Acknowledge your complaint within 5 working days of receipt of your call or correspondence.
  • Investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update.
  • Endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.


Contact Us

You can contact us in the usual way, including by phone, letter or email. 

The Financial Ombudsman Service (FOS)

If more than 8 weeks from the date of your complaint has passed and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can contact FOS:

The Financial Ombudsman Service (FOS)
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


You have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within 6 months of our final response letter. Please note that FOS will not consider complaints unless they have been considered by Rothesay Life first.


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