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.
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.
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.
We will provide a written Final Response which will include:
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 is an independent complaints resolution service that is free to consumers.
Contact the Financial Ombudsman Service
Financial Ombudsman Service
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