Complaints

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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 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.

Overview
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 as soon as possible.

However, if they are unable to do so, they will refer your complaint to our Complaints Team. Alternatively, you can contact the Complaints Team directly.

Phone: 01306 644761
Email: complaints@unum.co.uk
Address:
Complaints Team Manager
Unum
Milton Court
Dorking
Surrey
RH4 3LZ

Useful resources

A guide to customers complaints
PDF

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. Please note that some cases may not be eligible for referral to the Financial Ombudsman Service.

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
  • Financial Ombudsman Service rights

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

Please note that you must refer any complaint to the Financial Ombudsman Service 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.

Contact the Financial Ombudsman Service
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
Online: www.financial-ombudsman.org.uk


Complaints data

To comply with the requirements of our regulator, the Financial Conduct Authority (FCA), Unum Limited is publishing details of the number of complaints we received during the below 6-month period.

Firm name: Unum Limited

Other brands/trading names included in these figures: Unum Dental and Dencover

Period covered in this report: 1 July 2021 to 31 December 2021

Product/service groupingInsurance and pure protection
Number of complaints opened by volume of business18.71
Number of complaints opened643
Number of complaints closed757
% closed within 3 days5%
% closed after 3 days but within 8 weeks91%
% upheld65%
Main cause of complaints openedDelays / timescales

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