Step-by-step Complaints Procedure
At MetLife, we are committed to providing a high standard of service. However, we recognise that on occasions problems may arise and we may fall short of your expectations or the service levels to which we aspire. Should this happen 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
If you are resident outside the UK, please refer to your policy documentation for details of the complaints procedure.
We will try to resolve your complaint as quickly as possible. The first step is for us to be clear on the nature of your complaint and to identify with you what we can do to resolve the issue. The more information you can give us, the better.
To help us investigate and resolve your complaint as quickly as possible, please provide the following information:
- Your name and address
- Plan\policy number
- A clear description of your concern or complaint
- Details of what you would like us to do to resolve the complaint
- Copies of any relevant documents
- A daytime telephone number and/or address where we can contact you
As soon as you contact us about a complaint we will:
Promptly 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 our final response.
After four weeks, if we have resolved your complaint, we will send you a final response if we have not done so already. 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.
After 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.
Once we have fully investigated your complaint and come to a conclusion, 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 to the Financial Ombudsman Service within six months, if you are dissatisfied with our response.
For Creditor Insurance:
c/o Direct House
4 Sidings Court
For Retirement and Savings products:
MetLife Customer Service Centre,
141 Castle Street
Telephone: 0845 609 0084
Fax: 0845 609 0091
For Insurance products, including Life Protection, Accident Protection and Income Protection:
Brighton, BN1 4FR
Telephone: 0845 196 0385
For Employee Benefits products:
Brighton, BN1 4FR
Telephone: 0845 234 5757
Our aim is to resolve all complaints internally. If you are not satisfied with our final response to your complaint, or if eight weeks have passed since you first brought your complaint to our attention, you have the right to refer your complaint to the Financial Ombudsman Service. If you want the Financial Ombudsman Service to look into your complaint, you must contact them either after eight weeks has elapsed since you first complained to us or within six months of the date of any final response issued.
You can write to them at:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
Alternatively you can telephone 0800 023 4567, 0300 123 9 123 or 020 7964 0500.
Further helpful information can be obtained from visiting the Financial Ombudsman web site at http://www.fos.org.uk/
The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly.
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 at least 90% of the amount due to you at that time. You can obtain further information from the FSCS by writing to:
Financial Services Compensation Scheme
15 St Botolph Street
London EC3A 7QU
Telephone: 0800 678 1100 or 020 7741 4100
If you are a Rothesay Assurance Limited (formerly known as MetLife Assurance Limited) policyholder and have a complaint about any aspect of the administration or operation of your policy, please click here.
For all other complaints please click How and Where to Complain above.