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 the administration or operation of your Policy 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 Monday to Friday. It’s important that you quote your NI Number, Policy Number and Scheme Name whenever you contact the customer service team. They will respond promptly and fully to your complaint.
Telephone: +44 (0)800 988 5993 (UK CALLERS) (Calls made from the UK on the BT network are free. Mobile and other network costs may vary)
+44 141 240 2865 (Overseas Callers)
+44 1800 30 3377 (Ireland Callers)
Email: MetLifePensions@JLTGroup.com
Post:
Customer Service Team
Post Handling Centre G – MetLife
St. James’s House
7 Charlotte Street
Manchester M1 4DZ
Ireland Specific Post:
MetLife Assurance Limited
Customer Service Team
JLT Financial Services
Warrington House
Mount Street Crescent
Dublin 2
If your complaint is unrelated to the administration or operation of your Policy or your complaint has not been resolved to your total satisfaction, please write to:
The Compliance officer
MetLife Assurance Limited
15 Bedford Street
London
or e-mail: MALcomplaints@metlife.com
The Financial Ombudsman Service
A consumer helpline is available 9am to 5pm, Monday to Friday:
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)
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, Monday to Friday
020 7964 1000 (switchboard)
+44 20 7964 1000 (for calls from outside the UK)
020 7964 1001 (main fax)
Treating Customers Fairly
We are dedicated to delivering a high level of service and customer care. Our desire to satisfy customer expectations is central to everything we do.
