Contact us

Contact us

All the details you will need to get in contact with us


As we acquired Lincoln UK, we currently have a number of different contact points within
our organisation.


Please select the most relevant to you from the options below.


Should you wish to make a complaint, please select the 'complaints' option.

Telephone calls to our 0845 numbers are charged at local rate when calling from a landline, mobile phone charges may differ,
as will those using the overseas number.


 

Sun Life Financial of Canada

Use these contact details for policies beginning with two letters, for example LA, PC, EL.


To help our customer advisers assist you as quickly as possible, please have the plan/policy number to hand.

 

Ex-Lincoln

Use these contact details for policies which have the following format: NNN-NNNNNN-NN, for example 123-456789-01.


To help our customer advisers assist you as quickly as possible, please have the plan/policy number to hand.

 

i2Live

Use these contact details for policies beginning with i2L.

To help our customer advisers assist you as quickly as possible, please have the plan/policy number to hand.

 

Complaints process

We try to provide you with the highest standard of service but sometimes our service may fall short of your expectations and we would like you to tell us if this happens. We will then handle complaints following the rules laid down by our regulator, the Financial Conduct Authority (FCA).

Please let us know your concerns along with your plan number(s) and contact details either by post, email, fax or telephone.

For the FCA complaints publication report, please see 'complaints reporting'.

Sun Life Financial of Canada

If you are a Sun Life Assurance Company of Canada U.K. Limited policyholder, who took out a policy before 2002, you can contact us here:

Ex-Lincoln

If you took out a Lincoln Assurance Limited policy before 2002, have an Investment Bond or a Financial Foundations policy, you can contact us here:

i2Live

If you are an i2Live plan holder, please contact us here:

Unit trust holders

In September 2010, SLFC Unit Managers (UK) Limited (formerly Lincoln Unit Trust Manager Limited) was transferred to Marlborough Fund Managers Limited. If you need to complain about your unit trust, please contact:


We will:

  • Acknowledge your complaint within five working days of receipt of your call or correspondence.
  • Acknowledge a verbal complaint with confirmation of our understanding, in writing, so that we can be sure that we understand your concerns.
  • Investigate your complaint in a timely manner, although there may be unavoidable delays where we are required to obtain information from external sources.
  • Make every effort to conclude the investigation within four weeks. If we are unable to do this we will write to you to confirm why. We will also let you know how long you may expect to wait.

If by eight weeks we are still unable to issue a decision letter, we will write to you to give our reasons and let you know how long we expect the continuing investigation to take. We will also send you a booklet, which tells you about your right to refer the matter to the Financial Ombudsman Service (FOS) and explains how to do this.

When we have concluded the complaint investigation, we will send you a final response letter to let you know the outcome. This will explain the basis of our conclusion and will tell you about your right to refer the matter to the Financial Ombudsman Service if you are still dissatisfied. We will also send you an explanatory booklet (unless we have already enclosed this with earlier correspondence).

Ombudsman

The Ombudsman will expect us to investigate the complaint and issue a final response letter before they will adjudicate.

If you wish to refer your complaint to the Ombudsman, you should do so within six months after receiving our response informing you of your right to take this course of action. It is unlikely the Ombudsman will consider your complaint after this period, unless there are exceptional circumstances that prevent you from contacting them within this timescale.

* Free for people phoning from a 'fixed line'. For mobile phone users who pay a monthly charge for calls to numbers starting with 01 and 02, the following number will be free of charge: 0300 123 9123.

Our regulator

** Free for people phoning from a 'fixed line'. Mobile phone users may incur a charge.

 

 

Shareholder information

 

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Now please select from the following options:

 

Sun Life Financial of Canada – Basingstoke

Sun Life Financial of Canada, Matrix House, Basing View, Basingstoke, Hampshire RG21 4DZ
Tel. 0845 072 0223

 


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Sun Life Financial of Canada - Gloucester

Sun Life Financial of Canada, Carter Court, 4 Davy Way, Quedgeley, Gloucester GL2 2DE
Tel. 0845 605 2323

 


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Media

Should you wish to contact Sun Life Financial of Canada public relations, please use the following:


Gary Bowden
Customer Advocate
Telephone: 01256 425 176
Email: pressenquiries@sloc.co.uk


 

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