Making a complaint

We are committed to providing you with a high level of customer service. If you believe we've not delivered this, we would welcome the opportunity to put this right for you. The first step is to let us know your concerns either by phoning or writing to us explaining your concerns using the contact details below. We'll be able to deal with your query quicker if you quote your plan number.


For Zurich Assurance or Eagle Star plans started before 31 December 2004:

Write to us

Zurich Assurance Ltd,
Customer Resolutions Team,
The Grange,
Bishops Cleeve,
Cheltenham,
GL52 8RD

Call us

0370 514 3624
Our lines are open Monday to Friday 8.00am - 6.30pm and on Saturday 9.30am - 12.30pm, excluding Bank Holidays.

Email us

newcomplaints@uk.zurich.com


For Allied Dunbar plans started before 31 December 2004 or Zurich Assurance plans taken out after 1 January 2005: 

Write to us

Zurich Assurance Ltd,
Customer Resolutions Team,
Tricentre One,
New Bridge Square,
Swindon,
SN1 1HN

Call us

01793 514514 - from the UK
+44 1793 514514 - from overseas
Our lines are open Monday to Friday 8.00am - 6.30pm and on Saturday 9.30am - 12.30pm, excluding Bank Holidays.

Email us

newcomplaints@uk.zurich.com


What you can expect from us

Many concerns can be resolved straight away by providing you with an immediate explanation to answer them. If we are unable to resolve your concerns straight away, we will write to you promptly to let you know we have received your complaint and how we intend to deal with it.

If you raise your concerns by phone, the initial letter you receive will confirm our understanding of your complaint, so that you have a chance to tell us if we have misunderstood anything.


Resolving your complaint

If we are unable to provide an immediate explanation, we will look into your concerns contacting you if we need any further information.

Our regulator, the Financial Conduct Authority, expects complaints to be investigated and resolved within eight weeks, although we will aim to do this as quickly as possible. In the unlikely event that your complaint will take longer than eight weeks to resolve, we will write to you at that time to explain why and to confirm whether, and how, you can refer your complaint to the Financial Ombudsman Service if you are unhappy with the delay.

Once we have completed our investigation, we will write to you 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 if you remain dissatisfied with our decision and how long you have to refer your complaint.

If you are not happy with the outcome

If you still feel unhappy with the outcome of our investigation, you may be able to ask the Financial Ombudsman Service to review your case. This is a free and impartial service. 

(Please note there is a maximum financial award the Financial Ombudsman Service can offer you for a complaint following an investigation. This is currently £150,000.) 

The contact details for the Financial Ombudsman Service are:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567 - Calls to this number are free on mobile phones and landlines.
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

You can also use the online European Online Dispute Resolution platform to provide details of your complaint, which will then be forwarded to the Financial Ombudsman Service.

European Online Dispute Resolution platform


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. 

Firm name: Zurich Assurance 

Other firms included in this report: Zurich Advice Network, Zurich Independent Wealth Management 

Period covered in this report: 1 January 2017 to 30 June 2017 

Brands/trading names covered: Zurich Assurance, Sterling Assurance, Eagle Star, Allied Dunbar


Product/ service grouping

Number of complaints opened by volume of business

Number of complaints opened

Number of complaints closed

Complaints closed within 3 days (%)

Complaints closed after 3 days but within 8 weeks (%) Complaints upheld (%) Main cause of complaints opened
Investments 6.91 per 1000 policies in force 1113 1037 19.8% 78.1% 51.1.% General Admin/Customer Service 
Home Finance n/a 13 13 0.00% 84.6% 0% Advising, Selling and arranging 
Insurance and Pure Protection 0.85 per 1000 policies in force 2190 2063 22.8% 74.8% 47.7% General Admin/Customer Service
Decumulation and pensions 2.49 per 1000 policies in force 2268 2194 20.6% 76.8% 54.2% General Admin/Customer Service 

Of the 5584 complaints which were opened during the period, 4786 were 'service related'. These represented approximately 0.31% of the 252,525 telephone calls, emails and written correspondence, which on average, is handled each month by Zurich Life UK.

Although the Zurich Advice Network ceased trading on 31st May 2005, we continue to investigate any occasions where you (or your representative) indicate that the advice you received, from a network member, may not have been appropriate. Of these, 97.1% were resolved within eight weeks.