Unhappy with your Standard Life experience?
How to make a complaint and what we will do with it
If you do not understand something or you think there may be a problem, ask for an explanation right away. You can often get matters sorted out quickly and easily if you do this.
If I have a complaint what should I do?
Firstly, contact the member of staff you originally dealt with. They should be familiar with your case and may be able to clear up any misunderstanding.
If you remain dissatisfied you may wish to complain. You can do this by telephone or you can put your complaint in writing.
It will help us if you can
Provide any reference numbers (e.g. policy number).
State your case clearly and include relevant dates.
Send copies of relevant documents (you should hold on to the originals).
Standard Life adheres to the Central Bank of Ireland’s rules on complaint handling.
How we will deal with your complaint
A complaint handler will acknowledge your complaint promptly, and will tell you who's dealing with your complaint so contacting us is easier.
We will fully investigate your complaint and send you a detailed reply. We'll clearly explain the reasons behind our decision and what action we'll take to put things right, if appropriate.
We will update you every four weeks with progress if the investigation isn't complete.
Still unhappy with the outcome?
We want to resolve complaints to your satisfaction whenever possible. If we can't reach agreement with you, you can refer your complaint to the relevant Ombudsman.
The Financial Services Ombudsman can help all personal customers of financial services, Limited Companies with turnovers of less than €3 million, charities, club trusts and partnerships.
The Pensions Ombudsman investigates complaints involving occupational pension schemes and Personal Retirement Savings Accounts. (PRSAs).
The Ombudsman Services are impartial and provide a free, independent service for resolving disputes with financial services firms.
You can contact us by phone on 189025222
Or write to us at:
Standard Life Assurance Limited
90 St Stephen’s Green
Dublin 2
Calls may be monitored and/or recorded to protect both you and us and help with our training.
