We work hard to provide excellent customer service, but sometimes we may make mistakes. If we have made a mistake, we want to hear from you as soon as possible so that we can put the matter right straight away. 

In this section, we tell you how to make a complaint to us and we explain how we will investigate and do our best to remedy the problem.

How you can make a complaint 

If you have a complaint, we want to hear from you. We operate a full complaint handling service which will allow you to get your complaint to us in a variety of ways. Please use this free service to make contact with us, using one of the contact methods below:

By phone 

If you are unhappy with any aspect of our service, we would like to hear about it. As a first step, please call us on 0330 024 0937 between 8.30am and 5.30pm, Monday to Friday. Low call rates apply although costs can vary between telecom providers. Calls may be recorded for monitoring and training purposes

In writing
 
You can write to us at:
Phoenix Group
PO Box 1033
Ipswich 
Suffolk 
IP1 9XQ

Claims Management Companies 


You may have seen some publicity about Claims Management Companies and you may even have been approached by one. Claims Management Companies operate by making a complaint on your behalf and will typically take a fee from any compensation that is paid. 

Claims Management Companies do not provide a free service. The Financial Conduct Authority advises that if you decide to use a Claims Management Company for any type of complaint make sure you understand the fees it charges, and never pay a fee upfront. In addition, make sure it is regulated by the Claims Management Regulator or is a member of a professional body (for example the Law Society of England and Wales, the Law Society of Northern Ireland or the Law Society of Scotland) because they must meet certain standards.

For more details please take a look at the FCA’s How to Complain.

What we need from you 

To help us investigate your complaint quickly and thoroughly, please give us your full name, address, policy number and, if you can, a telephone number where we can contact you. Please explain in as much detail as you can what the problem is, and what you would like us to do to resolve your complaint.
When can you expect a response from us? 

We may call you to try and deal with your complaint straight away, or to make sure we properly understand what the problem is. If we can’t get in touch, or if you prefer not to be contacted by telephone, we will send you a letter within five working days acknowledging your complaint.

We aim to resolve your complaint within four weeks (20 business days) from the day we receive it. If we get to the four week stage and haven’t been able to resolve things, we will write to you to let you know we are still investigating, but need more time.

If we haven’t been able to resolve your complaint within eight weeks, we will write to you again explaining why the investigation is taking longer. Whenever possible, we will also tell you how much extra time we expect to take.

What happens if we are not responsible for your complaint? 

If your complaint needs to be dealt with by another company, we will pass the complaint on for that company to investigate and will let you have their contact details.

What Happens At The End Of The Investigation?


When we have concluded the complaint investigation we will send you a final decision letter to let you know the outcome.  This will explain the basis of our conclusion.
If you remain dissatisfied and you are concerned about the way in which your life or pension policy was sold or marketed to you, or about the way in which your life policy has been administered, you may ask the Financial Ombudsman Service to undertake an independent review of your complaint, provided you send your complaint to the Ombudsman within six months of our final response.

Please contact:
The Financial Ombudsman Service
Exchange Tower
London E14 9SR

Phone:
There are two numbers to choose from, 0800 023 4567, which is free for people phoning from a ‘fixed line’ (e.g. a landline at home) or 0300 123 9123 , which is free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02.

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

Website:
www.financial-ombudsman.org.uk

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