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Complaints and feedback

Here you will find all you need to know about making a complaint or giving us feedback. Of course we love positive feedback, but we also want to hear about how we can improve, and how we can make our products and services better.

Making a complaint

If you're not happy, we're not happy. We're committed to meeting your needs, and building a positive relationship with you - but we realise there will be times when, for whatever reason, we may fall short.

If this happens, let us know straight away, so we can find ways to resolve your problems or concerns as quickly and thoroughly as possible.

Once you've told us about your complaint we will:

  • pass it to an expert complaint handler
  • acknowledge your complaint in writing within five working days
  • carry out a full investigation
  • reach our decisions carefully and explain them in full to you
  • ensure you are treated fairly
  • listen to your feedback and ensure we learn from our mistakes


Ways to contact us

When you get in touch, please tell us your name, address, and your policy or reference number if you have one, together with full details of your complaint or feedback. This helps us investigate and process your complaint more precisely and efficiently.

Phone

Call our UK call centre on Freephone 0800 008 6060

Lines are open Monday to Friday, 8am to 8pm

This is the quickest way for us to begin assessing your complaint and start looking for ways to resolve it. Our friendly, experienced team will be happy to help.

Calls may be monitored or recorded for security and training purposes.

Mail

Write to us:

SunLife
PO Box 1395
Peterborough
PE2 2TR

Email

Email:

You can email your query to us, but for your own safety please do not include any sensitive information such as bank details etc.

Email us at contactus@sunlife.co.uk

Complaints about independent advice

If your complaint is about any independent advice you received from an adviser, you will need to contact the adviser that gave the advice to you.

 

Dealing with a complaint

Your complaint will be passed to an expert complaint handler. They will contact you within five working days, either with a full reply or an acknowledgement letter. This letter will tell you who will be dealing with your complaint and when we will contact you again.

If your complaint is more complex, we will fully investigate it and keep you informed with regular updates and let you know the full outcome of our investigations. If we've not sent you a full response within four weeks of receiving your complaint, we'll contact you to let you know how our investigations are ongoing.

If we haven't resolved your complaint eight weeks after you first told us about it, you have the right to refer your complaint to the Financial Ombudsman Service. You have six months from the date of your complaint to refer the matter to the Ombudsman.

 

If you're not happy with our decision or resolution

We try to resolve all complaints to your satisfaction. However, if you're unhappy after receiving our final response, please do let us know and we'll let you know the reasons for our decision. If you are still unhappy then you may wish to refer it to the Financial Services Ombudsman. You will need to do this within six months of the date of our letter.

You can contact the Financial Ombudsman Service at:

Financial Ombudsman Service
Exchange Tower
London, E14 9SR

Telephone: 0800 0234 567 (free from a landline) or 0300 1239 123 (calls to this number are charged at the same rate as 01 or 02 numbers from a mobile).

Lines are open 8am to 8pm, Monday to Friday and 9am to 1pm Saturday.

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

The European Commission has established an online dispute resolution platform known as ODR. You can register a complaint via the ODR platform here: http://ec.europa.eu/odr.

 

Using a third party to help you

If you've employed a third party to help you with your complaint, any redress due will be paid to you. If you're thinking of using a third party to help you but haven't yet entered into an agreement, you should make sure that you're aware of the costs involved. The fees for using this kind of service will effectively reduce any amount you may be due following the outcome of the investigation of your complaint.

 

Further information

You can find more about our complaints process here, in our complaints leaflet.

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? 

Phoenix Life Limited trades as SunLife and is the provider of the Guaranteed Over 50 Plan, SunLife Insurance and the life insurance policy payment option for Funeral Plans. Phoenix Life Limited’s registered office is at 1 Wythall Green Way, Wythall, Birmingham, B47 6WG (registered in England, no. 1016269). Phoenix Life Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority and is entered on the Financial Services Register (registration no. 110418). As part of SunLife’s commitment to quality service and security, telephone calls may be recorded.

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

You can contact us by post at SunLife, PO Box 1395, Peterborough, PE2 2TR or by phone on 0800 008 6060.

If you choose to add Funeral Benefit Option to your Guaranteed Over 50 Plan the funeral services are arranged and provided by Dignity Funerals Limited. Dignity Funerals Limited is a company registered in England and Wales No. 00041598. VAT registered No. 486 6081 14. 4 King Edwards Court, King Edwards Square, Sutton Coldfield, West Midlands, B73 6AP. Telephone No. 0121 354 1557. Fax No. 0121 355 808. Part of Dignity plc. A British Company. Dignity are not regulated by the Financial Conduct Authority or the Prudential Regulation Authority but are registered providers with the Funeral Planning Authority.

Who provides the Funeral Plans?

The funeral services are arranged by a funeral director selected by Golden Charter Ltd. Golden Charter Ltd are not required to be authorised or regulated by the Financial Conduct Authority or the Prudential Regulation Authority in relation to funeral plans but are registered providers with the Funeral Planning Authority.

If you choose to pay for your funeral in one go, with a single payment, you will have a contract with Golden Charter. The funeral services will be arranged by a funeral director selected by Golden Charter Ltd.

If you choose to pay for your funeral with a life insurance policy, the policy will be provided by AXA Wealth Ltd, trading as SunLife. The funeral services will be arranged by a funeral director selected by Golden Charter Ltd.

Who provides My Smarter (ISA)?

My Smarter (ISA) is provided by Scottish Friendly Asset Managers Limited. Authorised and regulated by the Financial Conduct Authority. Details can be found on the Financial Services register, registration No. 188832. Member of The Investment Association. Registered Office: Scottish Friendly House, 16 Blythswood Square, Glasgow G2 4HJ.

Who provides the Will writing services?

Hugh James is authorised and regulated by the Solicitors Regulation Authority (SRA Number:303202).

The information contained on this website is based on Hugh James' understanding of the law of intestacy in England and Wales only as at April 2014. The law in Scotland and Northern Ireland is significantly different. This is for information purposes and is not intended to be legal advice.

Who provides Family Life Insurance?

SunLife Family Life Insurance is provided by Scottish Friendly Assurance Society Limited which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Details can be found on the Financial Services register (registration number 110002). Registered Office: Scottish Friendly House, 16 Blythswood Square, Glasgow G2 4HJ. 

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.