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If you’ve ever been let down by poor service, you’ll appreciate how important it is to choose a company that really values its customers.

That’s why we put our money where our mouth is when it comes to the service our customers should expect. If we fall down on any of our promises, we’ll pay you £25. No quibble. More importantly, we’ll put right what went wrong straightaway.
Our unique Customer Service Charter covers a number of important areas. Here are just a few examples:

• When you call.  We will always aim to answer your calls immediately and in person. What’s more, our experienced staff are trained to handle virtually every query without having to transfer your call to someone else or keep you hanging on for ages. 

• When you write.  We aim to always answer your letters in 5 working days. If there’s ever a delay we’ll let you know why and when your query will be resolved.

• Putting things right.  We hope you will always be delighted with our service, but if you ever have cause to complain, we will acknowledge this within 5 working days and give you the name and contact details of the person dealing with your complaint. We aim to put things right within 5 working days (if it is a complex issue that does take longer than this, we will keep you fully informed).

For more information on these and the other commitments we make to our customers click on the links below:

Annuity Customer Charter

Investment, Pensions and Protection Customer Charter