Unhappy with your Standard Life experience?
How to make a complaint and what we will do with it
If you don't 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 concern, 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 (for example, policy number).
State your case clearly and include relevant dates, and details of any conversations.
Send copies of relevant documents (you should hold on to the originals).
Standard Life is regulated by the Central Bank of Ireland for conduct of business rules, including complaint handling.
How we will deal with your complaint
A complaint handler will acknowledge your complaint promptly, 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'll update you every four weeks with progress while the investigation is ongoing.
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 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.
by email to firstname.lastname@example.org
by phone on (01) 639 7000
Or write to us at:
Standard Life Assurance Limited
90 St Stephen’s Green
Calls may be monitored and/or recorded to protect both you and us and help with our training. Call charges will vary.