We're here to guide you step-by-step through the complaints process and to ensure we fully review your concerns, providing you with a fair outcome.
At MetLife, we’re committed to providing a high standard of service. However, we recognise that sometimes 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:
If you’re resident outside the UK, please refer to your policy documentation for details of the complaints procedure.
We’ll 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:
As soon as you contact us about a complaint we will:
To make it as simple as possible for you to contact us, we’ve dedicated contact details for each product area. You can write to us, send us an email or give us a call.
Retirement and Investment products
For Retirement and Investment products, including Retirement Portfolio, Flexible Pension, Guaranteed Drawdown, Trustee Retirement Portfolio, Investment Bond Portfolio and ISA Portfolio write to:
27 Clarendon Road
Telephone: 0800 022 4443 (9-5, Monday-Friday)
Press option 1 for Retirement Portfolio, option 2 for Bond and Trustee.
Employee Benefits and Protection products
For Employee Benefits and Protection products, including Group Life, Group Income Protection and Flexible Benefits, please write to:
Brighton, BN1 4FR
Protection telephone: 0800 917 0100 (9-5, Monday-Friday)
Protection email: firstname.lastname@example.org
Employee Benefits telephone: 0800 917 1112 (9-5, Monday-Friday)
Employee Benefits email: email@example.com
For Creditor Insurance write to:
c/o Direct House
4 Sidings Court
Our aim is to resolve all complaints internally. If you’re 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 FOS. If you want the FOS to look into your complaint, you must contact them either after eight weeks have 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 FOS web site at http://www.fos.org.uk/
The FOS offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the FOS can look into, and further information about this can be obtained from them directly.