Our customers are at the heart of our business. We want you to be happy with our service and our products, but we appreciate that sometimes things can go wrong. When this happens, we will do our best to deal with the matter quickly and fairly.

This guide explains how we deal with complaints and how to refer a complaint to the Financial Ombudsman Service if you are unhappy with the outcome.

Our approach

If you are not completely happy with our service or a claim decision, please speak to your usual contact who will try to resolve the issue for you immediately. However, if they are unable to do so, they will refer your complaint to our Customer Resolution Team. Alternatively, you can contact the Customer Resolution Team directly.

Customer Resolution Phone: 01306 644761
Email: customerresolution@unum.co.uk
Address:
Claims Technical Manager Unum
Milton Court Dorking Surrey
RH4 3LZ
Fax: 01306 873635

Our process

1. Acknowledging your complaint
For more complex cases, we may not be able to resolve your complaint immediately. If not, we will write to you confirming we have received your complaint within 5 working days of its arrival.

2. Updates
While we are investigating your complaint, we will keep you regularly updated. If your complaint has not been resolved within 8 weeks, we will explain why it remains unresolved and inform you of your right to refer the matter to the Financial Ombudsman Service (FOS). Please note that some cases may not be eligible for referral to the FOS.

3. Our Final Response
We will provide a written Final Response which will include:

  • The outcome of the complaint
  • Responses to each issue raised in your complaint
  • How we came to the decision
  • FOS  rights

Please note that while our Final Response ends Unum’s complaints procedure, we will co-operate fully with the FOS if you choose to refer the matter to them.

Please note that you must refer any complaint to the FOS within 6 months of the date of the Final Response letter.

The Financial Ombudsman Service

The Financial Ombudsman Service is an independent complaints resolution service that is free to consumers.

Their contact details are:
Financial Ombudsman Service Exchange Tower
London E14 9SR
Consumer helpline: 0800 023 4567
For mobiles: 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Web: www.financial-ombudsman.org.uk

Downloads

A guide to customer complaints