Making a complaint
If you have had a problem with your experience as a customer of Royal London Equity Release
We strive to provide you with an exceptional level of customer service.
If you have had a problem with your experience as a customer of Royal London Equity Release, 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 our dedicated Customer Service 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
customer.support@royallondonequityrelease.com, 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 3 working days.
Some complaints can take a little longer to resolve. If we have not reached a resolution within 3 working days, we will contact you to inform you that the investigation is ongoing.
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.
The Financial Ombudsman Service
The Financial Ombudsman Service is an independent organisation who exist to rectify complaints that cannot be resolved between a customer 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 023 456 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