Windsor Life Complaints Procedure
How do I complain?
If you have a complaint this should be addressed to the Regulatory Complaints
Manager.
A checklist of the points to include in your letter is given below:
- head your letter ‘COMPLAINT’,
- give your full name,
- give your full postal address. A daytime telephone number would help
us contact you quickly if additional information is required,
- give the name of the investment you bought and the date on which you
bought it,
- quote any policy number or reference number you have been given,
- if you know it, give the name of the person who advised you or arranged
the investment for you or who has been handling the matter for you to date,
and
- give as full a statement as possible of the reasons for your complaint.
Do I have to make the complaint in writing?
No. You can telephone us to make the complaint. You should make it clear
that you are registering a complaint and make a note of the name of the person you spoke to and
the date that you rang. Our client help desk number is 0800 073 1777.
What happens next?
- we will acknowledge your complaint within 5 working days of the complaint
being received,
- we will investigate your complaint, and
- after our investigation is complete we will write to you explaining the
outcome of the investigation.
How long will the investigation take?
Firms are expected to complete their investigations within 8 weeks of receiving
a complaint. We will endeavour to complete our investigations within 4
weeks, but will provide an update at this stage if it has not been possible
to conclude our investigation. If we are unable to complete our investigation
within 8 weeks, we will write to you again with an update, also advising
you that you can, if you wish, take your complaint to the Financial Ombudsman
Service. You will be sent a booklet explaining the Ombudsman scheme at
this point.
What happens at the end of an investigation?
At the end of an investigation, we will send you a senior management decision
letter explaining the outcome of the investigation and details of any offer
we are prepared to make.
What if I am not satisfied with the outcome of the investigation?
If you are not satisfied with the outcome of the investigation of your
complaint you can take your complaint to the Financial Ombudsman Service.
Please note that the FOS can only consider your complaint if you have lodged
a formal complaint with us first. You will be sent a booklet explaining
the Ombudsman Scheme.
 Click here to open a PDF version of our complaints procedure. (71Kb)
Further Information
The Financial Services Authority offers general information
about financial services and products and extensive consumer help (visit http://www.fsa.gov.uk  ).
Links to the full range of FSA leaflets and factsheets can be found on their
Moneymadeclear website.
The Financial Services Authority (FSA) has also produced a factsheet called 'Just the facts about endowment mortgage complaints' and you can download this by clicking here. (595Kb)
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