Make A Complaint

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.

Frequently asked questions about how to complain
What’s your complaints process?

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:

  • 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
  • Take your feedback onboard to help us make improvements

 

If you’re resident outside the UK, please refer to your policy documentation for details of the complaints procedure. 

How will you handle my complaint?

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: 

  • Your name and address
  • Plan\policy number
  • A clear description of your concern or complaint
  • Details of what you’d like us to do to resolve your complaint
  • Copies of any relevant documents
  • A daytime telephone number and/or email address where we can contact you.
How long will it take to resolve my complaint?

As soon as you contact us about a complaint we will:

  • We will promptly acknowledge receipt of your complaint, typically within three days, and immediate seek to resolve it. If we are able to do so within three days, we will write to you, independently or as part of our acknowledgement of your complaint, with a summary of the action we have taken to resolve it.

  • After four weeks, if we’ve resolved your complaint, we’ll send you a final response if we’ve not done so already. If we’ve not managed to resolve your complaint, we’ll explain why we’re not yet in a position to resolve the complaint and indicate when we’ll make further contact.

  • After eight weeks, if we’ve not provided you with a final response by this time, we’ll give reasons for the further delay and indicate when we expect to be able to offer a final response. We’ll 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’ve fully investigated your complaint and come to a conclusion, we’ll send you a final response letter, which will explain our final position. We’ll also remind you that you may refer your complaint to the FOS within six months, if you’re dissatisfied with our response.
How and where can I complain?

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:

MetLife 
Beacon House 
27 Clarendon Road 
Belfast 
BT1 3PR

Telephone: 0800 022 4443 (9-5, Monday-Friday)

Press option 1 for Retirement Portfolio, option 2 for Bond and Trustee. 

Retirement Portfolio: customerservice@metlife.co.uk 
Bonds and Trustee Retirement Portfolio:customer.services@metlife.co.uk

Employee Benefits and Protection products

For Employee Benefits and Protection products, including Group Life, Group Income Protection and Flexible Benefits, please write to: 

Compliance Department 
MetLife 
Invicta House 
Trafalgar Place 
Brighton, BN1 4FR

Protection telephone: 0800 917 0100 (9-5, Monday-Friday)
Protection email: customerservice@metlife.uk.com

Employee Benefits telephone: 0800 917 1112 (9-5, Monday-Friday) 
Employee Benefits email: eb@metlife.uk.com

Creditor Insurance

For Creditor Insurance write to: 

Complaints Manager 
MetLife 
c/o Direct House 
4 Sidings Court 
Doncaster 
DN4 5NU

What happens if I’m not happy with the outcome of my complaint?

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 
London 
E14 9SR

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. 

Important information
The value of your investment, and any income taken from it, can go down as well as up and you may get back less than you invested.
The MetLife Secure Capital Option provides a guaranteed death benefit or amount at the end of a chosen term. If you switch out or cash in your investment before the end of this term, you will receive the underlying value of your investment. 
The MetLife Secure Income Option provides a guaranteed level of income for life and death benefit. If you switch out or cash in your investment you will receive the underlying value of your investment. 
Any payment you ask MetLife to make from your policy to a Financial Adviser will reduce the value of your investment, and proportionately, any amounts guaranteed.
Although you can access the funds at any time, you should consider a MetLife ISA Portfolio as a medium to long-term investment, ideally five years or more.
Tax treatment depends on your individual circumstances and may be subject to change in the future, with or without notice.