If you are unhappy with our service
We strive to do everything we can to ensure things run smoothly but regrettably there may be times when you feel you do not receive the service you expect from Quilter. If you have a complaint please contact us.
Customer Complaints Manager
If you are writing to us or contacting us by telephone, it would be helpful if you could provide the relevant policy or account number(s). In all cases, please provide as much information as possible to help us understand your concerns and to assist us with our investigation.
Please note that if your complaint is about the advice you have been given, such as the funds you have invested in or the way in which a product was sold to you, you should direct it to your financial adviser.
What you can expect from us
We aim to acknowledge receipt of a complaint, in writing, within five working days of it being received. Where applicable, under the rules of our regulator, the Financial Conduct Authority, we must fully investigate and respond to complaints within eight weeks of receipt. However, in all cases we aim to do better than this and address your concerns fully at the earliest opportunity and we will contact you again as soon as we are in a position to do so.
Please be aware that more complex complaints may take longer to resolve but we will keep you informed of our progress and give you an indication of when you can expect a final response.
Please be assured that your feedback is welcomed. In our efforts to continually improve the service we provide, we take all complaints seriously, and seek to learn from them.
If you are not happy with the outcome
If your complaint is not dealt with to your satisfaction, you may, where applicable, be able to refer the matter to the Financial Ombudsman Service (FOS). We will let you know if this is the case. The complaint must have been considered by Quilter first, before the Financial Ombudsman Service will consider it.
The Financial Ombudsman Service
If you disagree with the decision the FOS makes, your complaint could be pursued as a civil matter through the courts. We would recommend seeking legal advice before taking such action.
If your complaint is about the way in which we have administered your pension, you may be able to refer your case to The Pensions Ombudsman as an alternative, depending on the circumstances. We will let you know if this is the case.
Again, we must have considered your complaint first, before The Pensions Ombudsman will consider it.
The Pensions Ombudsman
10 South Colonnade
Other organisations that can help
The Pensions Advisory Service (TPAS)
Staffed mainly by volunteers who are experts in pensions, TPAS is an independent organisation that provides you with free information or guidance concerning your pension arrangements.
The Pensions Advisory Service
11 Belgrave Road