If you need to make a complaint
If you do not understand something or you think there may be a problem, ask for an explanation right away. We can often get matters sorted out quickly and easily if you do this.
If I have a complaint what should I do?
If possible, ask to speak to the member of staff you originally dealt with. They should be familiar with your case and may be able to clear up any misunderstanding.
If you remain dissatisfied you may wish to make a formal complaint.
It will assist our investigation if you are able to provide the following information:
- Include any reference numbers (e.g. your policy number or, if appropriate, your claim number)
- State your case clearly and include relevant dates
- Send copies of relevant documents and hold on to originals
- Please keep a copy of your own letter for your reference.
Our Internal Complaint Handling Procedure
Standard Life is regulated by the Financial Services Authority (FSA) and fully supports and adheres to its rules on complaint handling.
How will you deal with my complaint?
We will:
- record details of your complaint centrally
- make sure your complaint is thoroughly investigated by someone who has been trained in complaint handling;
- correct any mistakes we have made; and
- let you know the outcome.
- The relevant managers will lead this process.
How quickly will you deal with my complaint?
We will always try to resolve all complaints as quickly as possible.
If we are unable to deal with a complaint within five days we will issue you with an acknowledgement letter and provide you with regular updates.
What do I do if I am not happy with the outcome?
You may be able to refer your complaint to the Financial Ombudsman Service (FOS).
The FOS can be contacted at:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
You can write to us at:
Standard Life Healthcare Limited
Chief Executive's Office
Marshall Point
4 Richmond Gardens
Bournemouth
BH1 1JD
