What do you want to contact us about?

Retirement Income

Select a reason

Get a quote

How to get a quote

You can get a quote online for all of our products.

If you cannot find the information you're looking for online you can call us or write to us.

 

I’ve got a question about my quote
I’ve a question about my pension income or payments
I’d like more information on my retirement options
I’ve got a question about my annuity
I want to make a complaint

Making a complaint

We know that sometimes things can go wrong. Our number one priority is to provide you with the highest level of customer service. If there’s a problem please let us know and we’ll try to provide a solution as quickly as possible.

We can usually resolve most issues straightaway. If it takes longer we’ll contact you to let you know who will be dealing with it and what the next steps are.

After looking into your complaint we will respond as quickly as possible and keep in touch with you until your complaint has been resolved. If you disagree with our decision, feel we have misunderstood anything or you have any extra information please let us know.

You can contact us in the usual way, including by phone, letter or email. Relevant information should be in letters and documents you’ve received.

If it's not a retirement income product you are complaining about, please go to our main making a complaint contact page.

Our principles

To support our commitment to achieving an excellent customer experience you can expect us to meet these principles when dealing with your complaint:

  • We’ll treat you as an individual and with consideration.
  • We’ll empathise with your concerns and respond quickly.
  • We know your time is valuable, so we won’t waste it.
  • The person you speak to will be able to help with your complaint.
  • We give our people the support they need to do their job to resolve your complaint and if they can’t resolve it, they’ll take ownership and find someone who can.
  • We’ll do everything we can do to resolve your complaint.
  • We want to be fair to all our customers, and if we can’t resolve your complaint we’ll tell you why and tell you what other options you have.
  • We want you to tell us what you think.
  • We’ll aim to learn from what you tell us and take action to put things right.
I’d like information about my rights in the privacy policy
Accessibility support

Lifetime Mortgages

Select a reason

Existing customer
New customers

Speak to us about equity release

To have a chat about your options for releasing equity from your house, call us on the number below.

A lifetime mortgage creates a debt on your home.

Call us

0808 115 8129

Monday to Friday, 8:30am to 8:00pm
Saturday, 9:00am to 1:00pm.

We may record and monitor calls.

I want to make a complaint

Making a complaint

We know that sometimes things can go wrong. Our number one priority is to provide you with the highest level of customer service. If there’s a problem please let us know and we’ll try to provide a solution as quickly as possible.

We can usually resolve most issues straightaway. If it takes longer we’ll contact you to let you know who will be dealing with it and what the next steps are.

After looking into your complaint we will respond as quickly as possible and keep in touch with you until your complaint has been resolved. If you disagree with our decision, feel we have misunderstood anything or you have any extra information please let us know.

You can contact us in the usual way, including by phone, letter or email. Relevant information should be in letters and documents you’ve received.

If it's not a lifetime mortgage product you are complaining about, please go to our main making a complaint contact page.

Our principles

To support our commitment to achieving an excellent customer experience you can expect us to meet these principles when dealing with your complaint:

  • We’ll treat you as an individual and with consideration.
  • We’ll empathise with your concerns and respond quickly.
  • We know your time is valuable, so we won’t waste it.
  • The person you speak to will be able to help with your complaint.
  • We give our people the support they need to do their job to resolve your complaint and if they can’t resolve it, they’ll take ownership and find someone who can.
  • We’ll do everything we can do to resolve your complaint.
  • We want to be fair to all our customers, and if we can’t resolve your complaint we’ll tell you why and tell you what other options you have.
  • We want you to tell us what you think.
  • We’ll aim to learn from what you tell us and take action to put things right.
Contact us about your rights in the privacy policy
Existing customers - accessibility support

Retirement Saving

Retirement savings contact information

Getting in contact with us is easy - you can email, phone or write, and if your product supports it, use our online service My Account.

It helps if you can have your policy/plan number and documentation to hand when calling.

If you're not sure who you need, you can find out using your policy or plan number here.

Because we want to make sure we're doing a good job, we may record and monitor calls.

 

 

What do you want to contact us about?

Making a complaint

We know that sometimes things can go wrong. Our number one priority is to provide you with the highest level of customer service. If there’s a problem please let us know and we’ll try to provide a solution as quickly as possible.

We can usually resolve most issues straightaway. If it takes longer we’ll contact you to let you know who will be dealing with it and what the next steps are.

After looking into your complaint we will respond as quickly as possible and keep in touch with you until your complaint has been resolved. If you disagree with our decision, feel we have misunderstood anything or you have any extra information please let us know.

You can contact us in the usual way, including by phone, letter or email, and if you have access to MyAccount by secure message. Relevant information should be in letters and documents you’ve received. Otherwise please see Contact us to find the relevant contact details for you.

You may also contact us on the details below:

Before you get in touch with us these are some of the most commonly asked questions by our customers.