Hero - common introduction
How to make a complaint.
We aim to provide a high standard of service. If something has gone wrong, please tell us. Making a complaint will not affect your right to receive support from us. You can complain by email, telephone, post or accessible form.
Responsible-firm introduction
Everlife Group Ltd is responsible for investigating complaints about the regulated services it provides, in accordance with its regulatory obligations.
Ways to complain
Information that can help
You can tell us your name and contact details, what happened, when it happened, who you dealt with, any relevant policy or reference number and what you would like us to do. This information may help us investigate, but we will not reject a complaint simply because you do not have every detail or describe it in a particular way.
Please do not send original identity documents or unnecessary medical information by ordinary email. We will explain a secure route if sensitive information is required.
What happens after we receive a complaint
- We record the complaint and identify the firm and service responsible.
- We acknowledge it and tell you who is handling it.
- We investigate fairly, using the information available and asking questions where needed.
- If the complaint can be resolved by the close of the third business day after receipt, the responsible firm may issue a summary resolution communication where the applicable rules allow.
- Otherwise, the responsible firm provides updates where appropriate and sends its final response within the regulatory time limit that applies. For most protection-insurance complaints, this is normally within eight weeks.
- The final response explains the outcome and any external escalation rights that apply.
Financial Ombudsman Service
If you are an eligible complainant and remain dissatisfied after the responsible firm's final response, or the applicable response period has passed, you may be able to refer the complaint to the Financial Ombudsman Service free of charge.
A referral is generally required within six months of the date of the final response, subject to the Ombudsman's rules and exceptions. The final response will explain the deadline that applies to your complaint.
Website: www.financial-ombudsman.org.uk
Privacy
We use personal information to receive, investigate, respond to and keep records of complaints. A complaint can include health, financial or other sensitive information. Read our Privacy Notice for the purposes, lawful bases, sharing and retention that apply.
Accessibility
We can discuss telephone, email, written or other reasonable communication options and provide information in alternative formats. Tell us what would make it easier for you to make or follow a complaint.