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Putting things right

At SunLife, we aim to give our customers the highest level of service – and treating customers fairly is part of everything we do.

When we receive a complaint from a customer, we strive to make sure it’s handled quickly and efficiently – and every complainant is treated fairly throughout the process. For us, complaints are also a valuable source of customer feedback, showing us where we can improve and how we can set things straight.

The table below shows how many complaints we received and closed from 1st January 2018 to 30th June 2018.

Firm name: SunLife Limited

Group name: Phoenix Group

Period covered in this report: 1st January 2018 to 30th June 2018

Brands / trading names covered: SunLife Limited

Product / Service Grouping Number of complaints opened by volume of business Number of complaints opened Number of complaints closed Percentage closed within 3 days (%) Percentage closed after 3 days but within 8 weeks (%) Percentage complaints upheld by firm (%) Main cause of complaint
Banking N/A Complaints per 1000 accounts N/A N/A N/A N/A N/A
Home finance 23.81 Complaints per 1000 Equity Release policies sold 2 2 50.00% 50.00% 100% Other general admin / customer service
Insurance and pure protection 5.97 Complaints per 1000 policies sold 621 612 56.37% 43.63% 65.52% Other
Investments 0 Complaints per 1000 policies sold 0 1 0.00% 100% 100% General admin / customer service
Decumulation life and pensions N/A Complaints per 1000 policies sold N/A N/A N/A N/A N/A
623 615 56.26% 43.74% 65.69%

Commentary:

We appreciate that some of the ‘jargon’ used in financial services can be confusing, so to try and help put things simply and clearly, we have provided an explanation about some of the categories.

Number of Complaints opened: this includes any verbal or written expression of dissatisfaction whether we believe that to be justified or not.

Number of Complaints closed: a complaint is considered closed once we have issued a final response to a complainant. Whilst we are still corresponding with a customer, a complaint is considered open.

Percentage closed within 8 weeks (%): The 8 weeks is measured from receipt of a complaint by the company to issuing of a final response.

Percentage complaints upheld by firm. (%): Upheld: accepting the complaint.

Context Data: To allow you to gauge whether the number of complaints opened is a low or high number, relative to the number of policies we sold during the reported period.

N/A: Product not sold by SunLife Limited.

Here's the information that you need to know about who we are and the other companies that we work with in order to provide our products and services.

Who are SunLife and who provides the SunLife Guaranteed Over 50 Plans?

SunLife Limited distributes financial products and services , registered office: 1 Wythall Green Way, Wythall, Birmingham, B47 6WG, United Kingdom (registered in England and Wales, no. 05460862). SunLife Limited is authorised and regulated by the Financial Conduct Authority and is entered on the Financial Services Register (registration no. 769427).

Phoenix Life Limited trades as SunLife and is the provider of the SunLife Guaranteed Over 50 Plan life insurance policies. Phoenix Life Limited’s registered office is at 1 Wythall Green Way, Wythall, Birmingham, B47 6WG, United Kingdom (registered in England and Wales, no. 1016269).

Who provides the Funeral Benefit Option?

If you choose to add Funeral Benefit Option to your Guaranteed Over 50 Plan, Dignity Funerals Ltd arranges and provides the funeral services, registered office: 4 King Edwards Court, Sutton Coldfield, West Midlands, B73 6AP (registered in England and Wales, No. 00041598). Dignity Funerals Ltd is a member of the National Association of Funeral Directors.

Who provides the Funeral Plans?

Dignity Funerals Ltd arranges and provides the funeral services, registered office: 4 King Edwards Court, Sutton Coldfield, West Midlands, B73 6AP (registered in England and Wales, No. 00041598). Dignity Funerals is not authorised or regulated for this activity by either the Financial Conduct Authority or the Prudential Regulation Authority. Dignity Funerals Ltd is a member of the National Association of Funeral Directors.

The life insurance policy that pays for your funeral will be provided by Phoenix Life Limited, trading as SunLife.

Who provides SunLife Pet Insurance

SunLife Pet Insurance is arranged and administered by BDML Connect Limited. BDML Connect Limited is authorised and regulated by the Financial Conduct Authority (No. 309140). Registered in England and Wales Number 02785540. Registered Office: 45 Westerham Road, Bessels Green, Sevenoaks, Kent, TN13 2QB.

Who provides SunLife Home Insurance

SunLife Home Insurance is arranged and administered by BISL Limited and underwritten by a panel of insurers. BISL Limited are an intermediary authorised and regulated by the Financial Conduct Authority. Registered in England no. 03231094. Registered office Pegasus House, Bakewell Road, Orton Southgate, Peterborough PE2 6YS.

Who provides SunLife Car Insurance

SunLife Car Insurance is arranged and administered by BISL Limited and underwritten by a panel of insurers. BISL Limited are an intermediary authorised and regulated by the Financial Conduct Authority. Registered in England no. 03231094. Registered office Pegasus House, Bakewell Road, Orton Southgate, Peterborough PE2 6YS.