Making a Complaint

While we are committed to consistently deliver a high level of service and customer care, and adhering to the Financial Services Authority’s (FSA) principles on Treating Customers Fairly (TCF), you may want to let us know how you think we can improve.

If you have a complaint about any aspect of our service or would like to let us know about ways in which you think we might improve our service, please contact our customer service team, which is available to assist you from 09:00 to 17:00 GMT Monday to Friday (excluding UK and Republic of Ireland public holidays). It’s important that you quote your National Insurance Number (UK only), Date of Birth (Ireland only), Policy Number and Scheme Name whenever you contact the customer service team.

Email: MetLifePensions@JLTGroup.com

Post: UK Customers
MetLife Assurance Customer Service Team
JLT Benefit Solutions Post Handling Centre M – MetLife
St. James House
7 Charlotte Street
Manchester M1 4DZ

Telephone: 0800 988 5993 (UK callers) (calls made from the UK on the BT network are free. Mobile and other network costs may vary).

Telephone: +44 (0) 161 931 4468 (International callers)

Post: Republic of Ireland Customers 
MetLife Assurance Customer Service Team JLT Financial Services
Warrington House
Mount Street Crescent
Dublin 2

Telephone: 1800 30 3377 (Republic of Ireland callers)

Telephone: +353 1202 6006 (International callers)

The Financial Ombudsman Service (UK only) 
A consumer helpline is available 9am to 5pm GMT, Monday to Friday (excluding UK and Republic of Ireland public holidays)

Telephone: 0845 080 1800 (calls cost up to 4p a minute for BT customers – but are likely to cost more if you use another phone provider or call from a mobile phone)

Telephone: 0300 123 9 123 or 020 7964 0500 (these numbers may be cheaper if you use a mobile phone or a phone provider other than BT – and will be "free" if you pay a monthly charge for calls to numbers starting 01 or 02)

Email address: complaint.info@financial-ombudsman.org.uk

Postal address:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR

Switchboard and fax:
open 9am to 5pm GMT, Monday to Friday (excluding UK and Republic of Ireland public holidays) 
Telephone: 020 7964 1000 (switchboard)
Telephone: +44 (0) 20 7964 1000 (for calls from outside the UK)
Fax: 020 7964 1001

Financial Services Ombudsman (Republic of Ireland only)
3rd Floor
Lincoln House
Lincoln Place
Dublin 2

Public Office House: 10am - 1pm and 2pm - 5pm (excluding Republic of Ireland public holidays)
Telephone: 1890 88 20 90
Telephone: +353 1662 0889
Fax: +353 16620890