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Complaints PROCESS

MAKING A COMPLAINT – WHAT YOU NEED TO KNOW

We want you to be totally happy with everything connected with your Guardian policy. But we recognise that, from time to time, we may make mistakes.

That’s why we have a formal complaint-handling procedure to help us sort out your concerns as quickly as we can and hopefully put things right.

Please note that if your complaint is related to advice you were given about choosing a Guardian policy, you should contact your Financial Adviser first.

HOW DO I COMPLAIN?

You can activate our complaint-handling procedure in 3 ways:

0808 123 1821 (9:00am – 5.00pm Monday to Friday). Your call might be recorded to help us keep improving our service.

Guardian Customer Complaints, Forbury Works, 37/43 Blagrave Street, Reading RG1 1PZ

WHAT INFORMATION WILL I NEED TO GIVE YOU?

Apart from needing your policy details, we’ll ask you about your complaint and what, ideally, you’d like us to do to put it right.

WHO DEALS WITH MY COMPLAINT?

If we can’t solve it straight away when you get in touch we’ll give you the name of the a person who’ll look into your complaint and keep you up to date with how it’s progressing.

HOW LONG WILL IT TAKE?

If we’re unable to resolve your complaint immediately we’ll aim to do so within 5 working days. If it’s going to take longer, we’ll write and let you know.

We’ll then send you our response within 4 weeks or explain why it’s going to take longer. We’ll tell you when we’ll contact you again and when we’ve finished investigating we’ll write to you with the outcome.

If we can’t resolve your complaint within 8 weeks, we’ll write to you again to explain why and tell you how much longer it’s going to take.

WHAT IF I’M UNHAPPY WITH YOUR FINAL RESPONSE?

We hope you’ll be pleased with the way we resolve your complaint. But if you’re still unhappy, you can contact the Financial Ombudsman Service. This was set up by the government to provide a free and independent complaint-resolution service.

You can contact them up to 6 months after our final response. (You can also complain to them if we’ve told you we’re going to take longer than 8 weeks to resolve your complaint.)

0800 023 4567 (free from UK landlines and mobiles)
or 0300 123 9123 (calls cost no more than 01 and 02 calls)

The Financial Ombudsman Service, Exchange Tower, London E14 9SR