How to complain

We aim to give you high standards of service.  But if you're unhappy in any way, the first step is to telephone us quoting your plan number.

Sometimes we can give you an explanation right away or clear up any misunderstanding.  But if you are still not satisfied then please phone or write to us at the address below.

How we deal with complaints:

We deal with complaints in a fair, consistent and prompt way.

We'll write to let you know we've received your complaint within five working days of it arriving with us and explain how we'll deal with it.

We'll then look into your complaint and write to let you know:

• the outcome of our investigation 
• what we'll do to put things right if we've made a mistake
• if applicable, how you may refer your complaint to the Financial Ombudsman Service if you aren't satisfied with the outcome.

If our investigation isn't completed within four weeks of us receiving your complaint, we'll write to let you know why and when we'll contact you again.

In the unlikely event that our investigation isn't completed within eight weeks of receiving your complaint, we'll write to let you know when you can expect our reply.  You may also refer your complaint to the Financial Ombudsman Service if you aren't satisfied with our progress.

Our phone and address details:

If you started a Zurich Assurance or Eagle Star plan before 31 December 2004, please write to:

Zurich Assurance Ltd
Customer Resolutions Team
The Grange
Bishops Cleeve
Cheltenham
Gloucester
GL52 8XX

Or phone : 01242 511227

If you took out an Allied Dunbar plan before 31 December 2004, or started a Zurich Assurance plan after 1 January 2005, please write to:

Zurich Assurance Ltd
Customer Resolutions Team
UK Life Centre
Swindon
SN1 1EL

Or phone :  01793 511227
 
Our office hours are 8.30am until 6.30pm.