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Complaints

Step-by-step Complaints Procedure

We want to

Make it easy for you to raise your complaint
Listen to your complaint
Consider how you'd like us to remedy your complaint
Make sure you're satisfied with how your complaint is handled

How and where to complain

Our aim is that your complaint should be resolved as quickly as possible by staff that have the right experience, knowledge and authority.

Please find details below of where you should direct your enquiry to ensure that the correct area deals with you promptly.

For Creditor Insurance, Personal Accident Insurance and Income Protection Products:

If you are not satisfied by our action or explanation on your case you can write, at any time, to the Managing Director, MetLife, Davidson House, 2 Forbury Square, Reading, RG1 3EU

Type of complaint	Action to take
If your complaint is about how your policy was sold or the information that was given to you during the sales process.	Please contact the intermediary who arranged your policy. Please refer to the material supplied when you took out this policy for the details of your intermediary.
If you are unhappy with the decision made by our claims handler, MetLife Services Limited.	Please contact the Operations Manager, MetLife Services Limited, Davidson House, 2 Forbury Square, Reading, RG1 3EU.
If you have a complaint about our claims handler, MetLife Services Limited.	MetLife Services Limited is an appointed representative of MetLife Limited and MetLife Insurance Limited. MetLife Limited will act as the lead principal in the event of a complaint in respect of MetLife Service Limited. Please address your complaint to the Operations Manager, MetLife Limited, Davidson House, 2 Forbury Square, Reading, RG1 3EU.
If you have a complaint regarding the policy.	Please contact the Operations Manager, MetLife Services Limited, Davidson House, 2 Forbury Square, Reading, RG1 3EU.

For Creditor Insurance, Personal Accident Insurance and Income Protection Products:
How long will it take?

Immediately	Our aim is to resolve your complaint at the earliest possible stage.
Five days	We will acknowledge your complaint in writing within five business days of its receipt. If we resolve your complaint within five days we will combine our acknowledgement with the final response.
Four weeks	If we have resolved your complaint, we will send you a final response. If we have not managed to resolve your complaint, we will explain why we are not yet in a position to resolve the complaint and indicate when we will make further contact.
Eight weeks	If we have not provided you with a final response by this time, we will give reasons for the further delay and indicate when we expect to be able to offer a final response. We will also enclose a copy of the Financial Ombudsman Service (FOS) explanatory leaflet, as you may refer the complaint to the FOS if you are dissatisfied with the delay.
Final response	We will send you a final response letter, which will explain our final position. We will also remind you that you may refer the complaint within six months, if you are dissatisfied with our response.

For SIPP and TIP Products

Type of complaint	Action to take
If you have a complaint about how your MetLife SIPP/TIP was sold or the information that was given to you during the sales process.	Please contact the Financial Adviser who arranged your MetLife SIPP/TIP. Please refer to the material supplied when you took out your MetLife SIPP/TIP for details of your Financial Adviser.
If you have a complaint regarding your MetLife SIPP/TIP or the service you have received from MetLife Europe Limited.	Please contact the MetLife Customer Service Centre, 141 Castle Street Salisbury SP1 3TB Phone number: 0845 609 0084 Fax number: 0845 609 0091 Email: customerservice@metlife.co.uk

SIPP and TIP Products: How long will it take?

Immediately	Our aim is to resolve your complaint at the earliest possible stage.
Five days	We will acknowlege your complaint in writing within five business days of its receipt, including the name or job title of the complaints handler. If we resolve your complaint within five days we will combine our acknowledgement with the final response.
Four weeks	If we have resolved your complaint, we will send you a final response. If we have not managed to resolve your complaint, we will explain why we are not yet in a position to resolve the complaint and indicate when we will make further contact.
Eight weeks	If we have not provided you with a final response by this time, we will give reasons for the further delay and indicate when we expect to be able to offer a final response. We will also enclose a copy of the Financial Ombudsman Service (FOS) explanatory leaflet, as you may refer the complaint to the FOS if you are dissatisfied with the delay.
Final response	We will send you a final response letter, which will explain our final position. We will also remind you that you may refer the complaint within six months if you are dissatisfied with our response.

Financial Services Compensation Scheme (FSCS)

If we are unable to meet our financial liabilities, you may qualify for compensation from the Financial Services Compensation Scheme (FSCS). The scheme normally provides cover for 100% of the first £2,000 and 90% of the remainder of the amount due to you at that time. You can obtain further information from the FSCS.

Financial Services Compensation Scheme
7th floor, Lloyd Chambers
1 Portsoken Street
London
E1 8BN
Tel: +44 (0) 207 892 7300
www.fscs.org.uk

If together we can't reach an agreement
We are a member of the Financial Ombudsman Service and if we can't reach an agreement with you, we will send you a 'Final Response' letter. This letter will clearly set out our position in relation to your complaint.