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 this within six months of receiving our final reply.

How can I make a complaint?

If you’re unhappy with a product or service, we want to help. Find the right contact to help answer your questions below. We’re here from Monday to Friday, 8am–6pm.

General complaint

  • 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.
  • Email* us at complaints@uksloc.co.uk
  • Write to us at Complaints Team, Sun Life Financial of Canada, PO Box 7019, Basingstoke, RG24 4LY.

i2Live complaint

  • 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* us at i2Live@uksloc.co.uk
  • Write to us at i2Live, Sun Life Financial of Canada, PO Box 6904, Basingstoke RG24 4TD

You might know us by a different name

Over the years, we’ve taken on lots of other companies, including Confederation Life in 1995 and Lincoln in 2009. Here’s a list of the companies that we now own.

*Please remember that any personal data you send to us by email is not completely secure and is at your own risk.

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 JANUARY 2021 – 30 JUNE 2021.

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 JANUARY 2021 – 30 JUNE 2021.

 

 

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

3.70 complaints per 1000 policies in force

326

321

9%

89%

21%

Unsuitable Advice

Decumulation and pensions

1.10 complaints per 1000 policies in force

456

465

14%

84%

47%

General admin / Customer service

Investments

9.98 complaints per 1000 client accounts

136

132

14%

86%

52%

Unsuitable Advice

Credit Related

0.82 per 1000 accounts

1

1

0

1

0%

Information, Sums/Charges or Product Performance