Complaints
Our Service Promise
Our number one priority is to provide you with the highest level of customer service. If there’s a problem please let us know and we’ll try to provide a solution as quickly as possible.
As soon as you Contact us about a complaint we will:
- Confirm receipt in writing within five working days.
- Tell you who will be handling your complaint.
- Investigate and respond, as quickly as possible and if no decision has been reached we will update you on progress after 4 and 8 weeks.
Contact us
You can write to us at Scottish Widows plc, Customer Relations Department, 15 Dalkeith Road, Edinburgh, EH16 5BU. Fax number 0131 655 7982.
If your complaint is about the management or administration of:
- An OEIC or ISA please telephone 0845 300 2244*,
- A Life, Pension or Investment service please telephone 0845 716 6777*.
If your complaint is about the advice you received from a Scottish Widows sales consultant please telephone 0845 716 6777*.
These lines are open from 8 am until 6 pm Monday to Friday and are charged at local rates. Callers outside the UK please call +44 131 655 6000*.
Alternatively, you can send your complaint to us. Please note that our response to your complaint will always be in writing.
The Financial Ombudsman Service
If we haven’t issued our ‘final response’ within eight weeks from the date you first raised your complaint, or if you’re dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review. The Financial Ombudsman Service will only consider your complaint once you’ve tried to resolve it with us, so please take up your concerns with us first and we’ll do all we can to help. Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR. Tel: 0845 080 1800.
* Telephone calls may be monitored and recorded to help improve our service. We are open from 8.00am–6.00pm Monday to Friday.
