Making a Complaint

At MetLife, we’re committed to providing a high standard of service. However, we recognise that sometimes problems may arise and we may fall short of your expectations or the service levels to which we aspire. Should this happen we want to: 
 

• Make it easy for you to raise your complaint 
• Listen to your complaint 
• Consider how you'd like us to remedy your complaint 
• Make sure you're satisfied with how your complaint is handled 
• Take your feedback onboard to help us make improvements 
  

If you’re resident outside the UK, please refer to your policy documentation for details of the complaints procedure.  

We’ll try to resolve your complaint as quickly as possible. The first step is for us to be clear on the nature of your complaint and to identify with you what we can do to resolve the issue. The more information you can give us, the better. 
 
To help us investigate and resolve your complaint as quickly as possible, please provide the following information:  
 

• Your name and address 
• Plan/policy number 
• A clear description of your concern or complaint 
• Details of what you’d like us to do to resolve your complaint 
• Copies of any relevant documents 
• A daytime telephone number and/or email address where we can contact you. 
  

As soon as you contact us about a complaint we will: 

• Promptly acknowledge receipt of your complaint, typically within three days, and immediately seek to resolve it. If we are able to do so within three days, we will write to you, independently or as part of our acknowledgement of your complaint, with a summary of the action we have taken to resolve it.  
  
  
• After four weeks, if we’ve resolved your complaint, we’ll send you a final response if we’ve not done so already. If we’ve not managed to resolve your complaint, we’ll explain why we’re not yet in a position to resolve the complaint and indicate when we’ll make further contact.  
  
  
• After eight weeks, if we’ve not provided you with a final response by this time, we’ll give reasons for the further delay and indicate when we expect to be able to offer a final response. We’ll also enclose a copy of the Financial Ombudsman Service (FOS) explanatory leaflet, as you may refer the complaint to the FOS if you are dissatisfied with the delay.  
  
  
• Once we’ve fully investigated your complaint and come to a conclusion, we’ll send you a final response letter, which will explain our final position. We’ll also remind you that you may refer your complaint to the FOS within six months, if you’re dissatisfied with our response. 

To make it as simple as possible for you to contact us, we’ve dedicated contact details for each product area. You can write to us, send us an email or give us a call.  

• Retirement and Investment products 
  For Retirement and Investment products, including Retirement Portfolio, Flexible Pension, Guaranteed Drawdown, Trustee Retirement Portfolio, Investment Bond Portfolio and ISA Portfolio write to: 
  MetLife  Beacon House, 27 Clarendon Road  Belfast, BT1 3PR 
  Telephone: 0800 022 4443 (9-5, Monday-Friday) 
  Press option 1 for Retirement Portfolio, option 2 for Bond and Trustee. 
  Retirement Portfolio: customerservice@metlife.co.uk  
  Bonds and Trustee Retirement Portfolio: customer.services@metlife.co.uk 
  
  
• Employee Benefits products 
  For Employee Benefits products, including Group Life, Group Income Protection and Flexible Benefits, please write to:  
  Complaints Department  MetLife  PO Box 1411 Sunderland SR5 9RB 
  Employee Benefits telephone: 0800 917 1112 (9am-5pm, Monday-Friday)  
  Employee Benefits email: eb@metlife.uk.com 
  
  
• Protection products 
  For Protection products, please write to:  
  Complaints Department  MetLife  PO Box 1411 Sunderland SR5 9RB 
  Protection telephone: 0800 917 0100 (9-5, Monday-Friday) 
  Protection email: customerservice@metlife.uk.com 
  
  
• Creditor Insurance 
  For Creditor Insurance write to:  
  Complaints Manager  MetLife  c/o Direct House, 4 Sidings Court  Doncaster, DN4 5NU 
  

Our aim is to resolve all complaints internally. If you’re not satisfied with our final response to your complaint, or if eight weeks have passed since you first brought your complaint to our attention, you have the right to refer your complaint to the FOS. If you want the FOS to look into your complaint, you must contact them either after eight weeks have elapsed since you first complained to us or within six months of the date of any final response issued.  
 
You can write to them at: 

The Financial Ombudsman Service  South Quay Plaza, 183 Marsh Wall  London, E14 9SR 

Alternatively you can telephone 0800 023 4567, 0300 123 9 123 or 020 7964 0500.

Further helpful information can be obtained from visiting the FOS web site at www.financial-ombudsman.org.uk 
 
The FOS offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the FOS can look into, and further information about this can be obtained from them directly.