Complaints
Complaints
This page is placeholder text. It sets out the structure the policy needs and the questions it has to answer. The wording is not legal advice, has not been reviewed by counsel, and must be replaced before this site is published.
If something has gone wrong, tell us. This page explains how to raise a complaint, what happens next, and where to take it if our answer does not resolve matters.
How to raise one
Contact the support team using the enquiry form on this site, or the details in the footer. Tell us your scheme or member number if you have one, what happened, and what you would like us to do.
What happens next
- We acknowledge your complaint and give you a reference.
- We investigate and give you a substantive answer, or an explanation of the delay if we cannot.
- We tell you what we are doing about it, and what your options are if you are not satisfied.
The acknowledgement and resolution timescales must be set to whatever the regulator in your market requires, and stated here explicitly.
If you are still not satisfied
You can escalate to the regulator for your market. The regulator, and the escalation route, are named on the Regulatory information page.