Making a Complaint

How to make a complaint and what we will do with it.

If you do not understand something or you think there may be a problem, ask for an explanation right away. You can often get matters sorted out quickly and easily if you do this.

If I have a complaint what should I do?

Contact the member of staff you originally dealt with. They should be familiar with your case and may be able to clear up any misunderstanding.

If you remain dissatisfied you may wish to make a formal complaint. You should put your complaint in writing.

It will assist our investigation if you are able to provide the following information:

• Provide any reference numbers (e.g. plan, claim or mortgage account numbers).
• State your case clearly and include relevant dates.
• Send copies of relevant documents (you should hold on to the originals).

Please keep a copy of your own letter for your reference.

Our Internal Complaint Handling Procedure

Standard Life is regulated by the Financial Services Authority (FSA) and fully supports and adheres to its rules on complaint handling.

How will you deal with my complaint?

We will:

• record details of your complaint centrally;
• make sure your complaint is thoroughly investigated by someone who has been trained in complaint handling;
• correct any mistakes we have made; and
• let you know the outcome.

A manager will oversee this process.

How quickly will you deal with my complaint?

We will always try to resolve all complaints as quickly as possible.

If we are unable to deal with the complaint promptly we will issue you with an acknowledgement letter and provide you with regular updates.

What do I do if I am not happy with the outcome?

You may be able to refer your complaint to the Financial Ombudsman Service (FOS).

We will tell you how you can do this if it applies to your complaint. We can provide you with details of how to do this.

You can write to us at:

Standard Life Assurance Limited

Standard Life House
30 Lothian Road
Edinburgh EH1 2DH

Standard Life Healthcare Limited

The Chief Executive
Marshall Point
4 Richmond Gardens
Bournemouth BH1 1JD

Standard Life Bank plc

Customer Relations Team
Dundas House
20 Brandon Street
Edinburgh EH3 5PP

Standard Life Investments Limited

1 George Street
Edinburgh EH2 2LL