Your complaint and how we can help you
Our commitment to you
We understand that sometimes things can go wrong. You are important to us, so if you've reason to complain we want to know. We will try to resolve your complaint quickly in a professional and helpful way.
How to contact us
You can contact us by letter, phone or email. It'll help if you give your name, address and plan number.
You can contact us at:
Standard Life Healthcare
PO Box 28836
Edinburgh
EH15 1WQ
How we will deal with your complaint
The time it takes to resolve your complaint will depend on how complex it is and how much investigation we have to do. We'll always try to resolve your complaint as quickly as possible, keeping you informed of our progress.
We will:
- Acknowledge your complaint promptly.
- Tell you who is dealing with your complaint so contacting us is easier. This person will be a trained complaint handler not directly involved with your case before the complaint.
- Fully investigate your complaint and send you a detailed reply about our findings. We will clearly explain the reasons behind our decision and what action we will take to put things right, if appropriate.
- Update you every four weeks if the investigation is not complete and explain the reason for the delay.
What to do if you are still not happy with the outcome
We want to resolve complaints to your satisfaction whenever possible. If we cannot reach agreement with you, you can refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service is an impartial adjudicator and provides a free, independent service for resolving disputes with financial services firms.
