How to complain

How to make a complaint and what we will do with it

If you do not understand something or you think there may be a problem, ask for an explanation right away. You can often get matters sorted out quickly and easily if you do this.

If I have a complaint what should I do?

Firstly, contact 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. You can do this by telephone or you can put your complaint in writing.

It will help us if you can

Provide any reference numbers (e.g. plan, claim or mortgage account numbers).

State your case clearly and include relevant dates.

Send copies of relevant documents (you should hold on to the originals).

Standard Life is regulated by the Financial Conduct Authority (FCA) and we fully support and adhere to its rules on complaint handling.

How we will deal with your complaint

We will acknowledge your complaint promptly.

We will tell you who's dealing with your complaint so contacting us is easier. This person will be a trained complaint handler not directly involved with your case before the complaint.

We will fully investigate your complaint and send you a detailed reply about our findings. We'll clearly explain the reasons behind our decision and what action we'll take to put things right, if appropriate.

We will update you every four weeks if the investigation isn't complete and explain the reason for the delay.

What to do if you are still not happy with the outcome

We want to resolve complaints to your satisfaction whenever possible. If we can't reach agreement with you, you can refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is an impartial adjudicator and provides a free, independent service for resolving disputes with financial services firms.

You can contact us by

Email:

customer_relations@standardlife.com

Phone:

0845 60 60 042
Calls may be monitored and/or recorded to protect both you and us and help with our training. Call charges will vary.

Post:

Standard Life Assurance Limited
Standard Life House
30 Lothian Road
Edinburgh
EH1 2DH

Standard Life Investments
1 George Street
Edinburgh
EH2 2LL

Please note:

  1. There is no guarantee that any email sent will be received, or that the contents will remain private during internet transmission
  2. Calls may be monitored and/or recorded to protect both you and us and help with our training. Call charges will vary.

View our latest complaints report

Our customers expect us to provide excellent products and a first class service. If they are not happy, we want to know about it so we can investigate their concerns and put matters right. Read our report detailing complaint volumes from July to December 2013.

Standard Life accepts no responsibility for the information contained in the websites referred to. These are provided for general information only.

Need some help? Call us on 0845 606 0042 (+44 131 246 4921)

Monday to Friday 09:00 - 17:00

  • Our call services and terms

Calls may be monitored and/or recorded to protect both you and us and help with our training. Call charges will vary.