Your feedback helps us improve our products and the services we can provide you with.
If you're not happy, we're not happy. At Sun Life Direct we're committed to satisfying your needs every time. However, we do understand that there may be times when we don't do this. If this happens, we want you to let us know straightaway. We will then do our very best to resolve your problems or concerns as quickly and thoroughly as possible.
Our commitment to you
Once you've told us about your complaint we will:
Please use the links below for ways to feedback:
We want to make it easy for you to contact us in a way that suits you. If you are dissatisfied with our service then you can let us know by:
Please provide us with your name, address and if you are a customer your policy or reference number, together with full details of your complaint.
If you are contacting us via e-mail please don't provide any confidential or sensitive information about yourself or your policy as e-mail is not a secure way of sending personal information. To protect you, this also means that we are unable to update any of your personal information when we receive the request in an e-mail, this includes a change of address. We will also not be able to send back any policy specific information via email. If you wish to discuss policy specific information simply call our friendly UK based team on 08458 35 36 37.
Which ever way you choose, a member of staff fully trained in complaint handling will deal with your complaint.
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Your complaint will be passed to a member of staff fully trained in complaint handling. They will contact you within five working days, either with a full reply or an acknowledgement letter. If your complaint is more complex then they will fully investigate it and keep you informed with regular updates and let you know the full outcome of our investigations.
We'll contact you initially within five working days of receiving your complaint. We’ll either send a full reply or an acknowledgement letter which will tell you:
If we've sent you an acknowledgement letter, we'll respond to your complaint as soon as possible. If your complaint is particularly complex, we may need time to investigate it more fully. In these cases, if we've not sent you a full response within four weeks of receiving your complaint, we'll contact you to let you know how our investigations are ongoing.
If we haven't resolved your complaint eight weeks after you first told us about it, you have the right to refer your complaint to the Financial Ombudsman Service. You have six months from this date of your complaint to refer the matter to the Ombudsman.
We try to resolve all complaints to your satisfaction. However, if you're unhappy after receiving our final response, please do let us know and we'll let you know the reasons for our decision.
If you are still unhappy then you may wish to refer it to the Financial Services Ombudsman. You will need to do this within six months of the date of our letter.
You can contact the Financial Ombudsman Service at:
The Financial Ombudsman ServiceSouth Quay Plaza183 Marsh WallLondon E14 9SR
Telephone: 08000 234 567 (free from a landline) or 0300 123 9 123 (calls to this number are charged at the same rate as 01 or 02 numbers from a mobile). Lines are open 8am to 8pm, Monday to Friday and 9am to 1pm Saturday.
Email: firstname.lastname@example.orgWebsite: www.financial-ombudsman.org.uk
You need to contact the adviser that gave you the advice.
If you want a little more detail about how we will help with your complaint or wish to print off this detail then please click on the following document:
Complaint acknowledgment leaflet (PDF 0.02MB) (opens in a new window)
The Financial Services Authority (FSA) and Financial Ombudsman Service (FOS) publish aggregated complaints data for firms. The FSA also requires firms to publish data on their websites to correspond with that published by them. Click here to view the data for AXA Wealth Ltd (including Sun Life Direct).