Complaints

How can I make a complaint?

We want to give you the service you expect. So if something goes wrong, we want to put it right and stop it from happening again.

If something’s gone wrong, you can let us know by getting in touch with us.

We’ll:

  • Let you know that we’ve received your complaint within five working days of receiving it.
  • Write to you to explain what we think’s happened, so we’re sure we understand why you’re concerned.
  • Investigate your complaint as soon as we can. If we need any extra information from a third party, we'll keep you up to date.

If we think it’ll take us more than eight weeks to find out what’s happened, we’ll write to you to explain why, and tell you when we think we’ll be able to reply.

When we’ve completed our investigation, we’ll write to you to explain what we’ve found, and what we think should happen.

If you’re still unhappy, you can refer your complaint to the independent Financial Ombudsman Service. You’ll usually need to do with within six months of receiving our final reply.

How can I make a complaint?

Because we’ve taken on lots of companies over the years, we’ve got quite a few phone numbers and addresses. The contact information you need depends on whether you bought your policy from Sun Life Financial of Canada directly or one of the companies we now own.

Who did you buy your policy from?
 

Sun Life Financial of Canada

phone Call us on 0345 072 0223 if you’re calling from the UK or +44 1256 841 414 if you’re calling from anywhere else. We’re here from Monday to Friday, 8am-6pm
email Email us at ukcomplaints.support@sloc.co.uk
fax Send us a fax on 0345 678 0679
write Write to us at Customer Relations, Sun Life Financial of Canada, Matrix House, Basing View, Basingstoke RG21 4DZ

Someone else
I am an i2Live customer

phone Call us on 0345 642 4444 if you’re calling from the UK or +44 1256 656 472 if you’re calling from anywhere else. We’re here from Monday to Friday, 8am-6pm
email Email us at i2Live@sloc.co.uk
fax Send us a fax on 0345 678 0679
write Write to us at i2Live, Sun Life Financial of Canada, PO Box 6904, Basingstoke RG24 4TD

We publish our complaints handling results every six months so that you can see how we are doing. Here is our report for the period 1 July 2016 – 31 December 2016.

FCA complaints publication report

Firm name: Sun Life Assurance Company of Canada (U.K.) Limited

Firm FCA reference number: 110481

Period covered in this report: 1 July 2016 to 31 December 2016

 

 

Number of complaints opened by volume of business

 

 

 

 

 

 

 

Product / service grouping

Provision (at reporting period end date)

Number of complaints opened

Number of complaints closed

Percentage closed within 3 days

Percentage closed after 3 days but within 8 weeks

Percentage upheld

Main cause of complaints opened

Insurance and pure protection

4.73 complaints per 1000 policies in force

515

515

18.83%

78.64%

21.17%

Unsuitable Advice

 

Decumulation and pensions

0.82 complaints per 1000 policies in force

 

453

 

416

 

22.12%

 

76.92%

 

30.77%

 

Unsuitable Advice

 

Investments

11.13  complaints per 1000 client accounts

 

354

 

353

 

28.61%

 

68.27%

 

33.14%

 

Unsuitable Advice