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Making a complaint

If you have had a problem with your experience as a customer of Royal London Equity Release

At Royal London

We strive to provide you with an exceptional level of customer service.

If you have had a problem with your experience as a customer regarding a Royal London Equity Release Lifetime Mortgage, we would like you to let us know.

Letting us know gives us the chance to put things right and also helps to prevent the same issue from happening again.

How to tell us

If you wish to raise a complaint over the phone, you can contact Customer Relations Team on 0330 124 3914, option 4. They are available from Monday to Friday, 9am-5pm, excluding bank holidays.

Alternatively, the team can be contacted via email at , or by post:

Customer Support, Royal London, P.O. Box 277, Sheffield, S98 1RP.

How will we handle your complaint

Once we have assessed the nature of your complaint, we will do everything we can to resolve it within 24 hours.

Some complaints can take a little longer to resolve. If we have not reached a resolution within 24 hours, we will contact you to inform you that the investigation is ongoing with our Customer Relations Team.

If the complaint does require further investigation this could take us up to 4 weeks to complete.

In the event we need more than 4 weeks to conclude our investigation, we will send you a holding letter to keep you updated.

If after 8 weeks we cannot agree a resolution, or if you are unsatisfied with the result of our investigation, you will have the right to contact the Financial Ombudsman Service.

Is your complaint about another Royal London product?

  • Pensions
  • Investments or ISAs
  • Protection or life insurance
  • Other Royal London products or services

Please visit the main Royal London complaints page where you'll find the correct contact details and complaints process for the product involved.

Visit Royal London website

If you're unsure whether your complaint relates to Royal London Equity Release or another Royal London product, please contact us and we'll help direct you to the appropriate team.

The Financial Ombudsman Service

The Financial Ombudsman Service is an independent organisation who exist to rectify complaints that cannot be resolved between a client and a financial organisation such as ours.

If, for any reason, we have been unable to resolve your complaint within 8 weeks, or if you are unsatisfied with the resolution, you can refer your complaint to the Financial Ombudsman Service.

If you receive a final response letter from us and wish to take your complaint further, you will need to contact the Financial Ombudsman Service within 6 months from the date of our final response.

You can contact The Financial Ombudsman Service by calling 0800 023 4567 or by writing to them at

The Financial Ombudsman Service Exchange Tower London E14 9SR

To find out more about this service, visit www.financial-ombudsman.org.uk