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COMPLAINTS

WHAT YOU CAN EXPECT FROM US

Many concerns can be resolved straight away by providing you/your client with an immediate explanation to answer them. If we are unable to resolve your concerns straight away, we will write to you/your client promptly to let you know we have received your complaint and how we intend to deal with it. If the concern is made by phone, the initial letter you receive will confirm our understanding of the complaint, so that you/your client have a chance to tell us if we have misunderstood anything.

OUR COMPLAINTS PROCESS

  1. Acknowledgement. We will acknowledge your/your clients complaint in writing, by letter or email, summarising our understanding of you/your clients concerns, within 5 working days. There may be times where it is easier for us to call you to make sure we fully understand all of the issues you are raising. Again, we will do this within 5 working days.
  2. Investigation. You/your clients complaint will be looked after by a dedicated member of our staff, who will ensure that an independent and impartial investigation is carried out.
  3. Response. Once we have completed our investigation into you/your clients complaint we will issue a final response letter. This letter will be sent out within 8 weeks of receiving you/your clients complaint and will detail our findings and advise of any further action we may choose to take. This is the final stage of our complaints process. If, for any reason we are unable to issue our final response within 8 weeks of receiving you/your clients complaint, we will write to you and explain why. We will also let you know when to expect our final response.

At this point we will provide details of the appropriate Ombudsman service and explain how you/your client can refer your complaint to them if you wish.

If you have an issue with any aspect of our service, please raise this with our Client Servicing Team. You can raise your concerns with us, either in writing or by telephone.

Scottish Widows Platform
PO Box 24065
1 Tanfield
Edinburgh
EH3 1EY

T   0330 024 2345
E   service@scottishwidowsplatform.co.uk

WHAT TO DO IF YOU REMAIN DISSATISFIED

If you/your client are dissatisfied with our final response and the complaint relates to the administration or management of your clients pension scheme you can contact:

The Pension Ombudsman
10 South Colonnade
Canary Wharf
E14 4PU

T 0800 917 4487
W   pensions-ombudsman.org.uk

If you are dissatisfied with our final response and you/your clients complaint relates to the service provided to your client, you can contact:

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange
London
​E14 9SR

T   0800 023 4567
W   financial-ombudsman.org.uk

If you/your client wish to refer your complaint to the Financial Ombudsman Service, you must do so within six months of the date of our final response.