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.

Our dedicated complaint handlers deal with complaints fairly, consistently and in a timely manner.

We will write to you promptly to let you know we have your complaint and how we intend to deal with it. If you complain by phone, this letter will confirm our understanding of your concerns, so you will have a chance to tell us if we have got it wrong.

Resolving your complaint

We will look into your complaint and, if we need more information from you to resolve it, we will write to you or phone you to explain what we need. Once we have completed our investigation, we will write to you again to let you know:

• The outcome of our investigation
• Where relevant, any offer of compensation the Company is prepared to make
• if applicable, details of how you can refer your complaint to the Financial Ombudsman Service (FOS), if you are not satisfied with our decision. (Maximum money award is £100,000 for complaints received by the Financial Ombudsman Service before 01/01/12 and £150,000 for complaints received by the Financial Ombudsman Service after 01/01/12.)

If there is a delay in resolving your complaint

Our regulator, the Financial Services Authority, expects us to resolve most complaints within eight weeks. We are committed to achieving this and, where possible, resolving complaints even sooner.

If we do not have all the information we need to resolve it and need to collect this, or if there is a delay for any other reason, we will write to you to let you know what is happening.

In the unlikely event your complaint takes longer than eight weeks to resolve, we will write to you at that time to explain why. We will also let you know whether and how you can refer to the FOS if you are unhappy with the delay.

We will then keep in touch with you regularly until we have completed our investigation..

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
Gloucestershire
GL52 8XX

Or phone : 01242 511227 (Office hours 8.30am - 6.00pm Monday to Friday)

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 (Office hours are 8.30am until 6.30pm Monday to Friday  and 9.30am -12.30pm Saturday)

Alternatively you can use this form to contact us. 

Complaints Data Publication

We are committed to provide you with information relating to the volume of complaints received and the time taken to resolve these.
The following complaints relate to complaints for the period 1st January to 30th June 2011.

Zurich Assurance Ltd

Complaints relating to the ‘servicing’ of Zurich Assurance Plans including the preceding Allied Dunbar and Eagle Star Brands (for Eagle Star, this also includes ‘advice’ related complaints).

The 6008 complaints received by Zurich Assurance Limited during the period represents less than 0.4% of the 264,500 telephone calls, emails and written correspondence, which are on average, handled each month by Zurich Life UK.

Zurich Advice Network Limited

Complaints relating to ‘advice’ provided by members of the Zurich Advice Network Limited and preceding it, Allied Dunbar’s direct sales force.

Although the Zurich Advice Network ceased trading on 31st May 2005, we continue to investigate any occasions where you (or your representatives) indicate that the advice you received, from a network member, may not have been appropriate.

In the area of Decumulation, Life and Pensions; we (in common with our industry peers) continue to receive complaints relating to Endowment products – which account for 66.3% of this Product/Service Grouping.