Make a Complaint

At Wesleyan, we do everything we can to ensure all our customers get the best possible service.

If however you are unhappy about any aspect of the service you have received from the Society or our Financial Consultants, please tell us.

Your feedback gives us the chance to put things right and improve our service to you and all our customers in future.

What do I do if I have a complaint?

Let us know as soon as possible. You may contact us in a number of ways:

By telephone

Please speak to one of our Customer Services Team:

• Wesleyan 0800 092 1990
• Wesleyan Medical Sickness 0800 358 6060
• Wesleyan for Teachers 0800 358 0325
• Wesleyan for Lawyers 0800 980 6340

It is helpful if you have your policy number or any relevant paperwork to hand when calling us.

By email

Please email the Compliance team using the contact form.

In Writing

If you would prefer to put your complaint in writing, please send it to:

Complaints Team
Compliance Department
Wesleyan Assurance Society
Colmore Circus
Birmingham
B4 6AR

You can also fax your letter to us on 0121 200 9210

How long will it take for my complaint to be dealt with?

If you contact us by telephone, we will aim to resolve your complaint there and then or by the end of the next business day. (Business days are Monday to Friday excluding Bank Holidays.)

If we are unable to resolve matters to your satisfaction within this period, your complaint will be presented to the relevant department and an appropriate person will take ownership for its resolution.

If your complaint has been referred to another department or you have put your complaint in writing, we will aim to resolve it within five business days of you first bringing the matter to our attention.

What happens if you can't resolve my complaint in five business days?

Some complaints are more complicated than others and may take time to fully investigate. Complaints about advice you have received usually fall into this category, or where your complaint involves a number of different parties. In such cases we will write to you within five business days to let you know we have received your complaint and when we will be in contact with you again.

What assurances do I have that my complaint will be handled appropriately?

All complaints we receive that cannot be dealt with by the end of the following business day will be handled in line with our complaint process.

What is your complaint handling process?

Our complaint handling process requires us to:

Acknowledge your complaint within five days of receipt regardless of whether we receive your complaint by letter, fax, email or telephone

If your complaint was made by telephone, we will confirm our understanding of the complaint in our acknowledgement letter and ask you to let us know if this is not correct.

We will let you know who will be dealing with your complaint and where practical we will call you to resolve the problem immediately.

Fully investigate your complaint

To do this we will contact all necessary parties who may be able to provide relevant information. We will obtain your consent prior to writing to any third party, e.g., Bank, Building Society. We will also review any records that the Society holds.

The investigation will be conducted by an experienced member of staff unconnected with the subject matter of your complaint to ensure impartiality. The investigation will be conducted fairly and promptly.

Explain the result of the investigation to you as soon as possible

This should be done within eight weeks of receiving your complaint, although we would normally expect to reply within a shorter period.

Our response will confirm the action we have taken to investigate your complaint and the findings of our investigation.

Where compensation is appropriate, our offer will always be fair and reasonable.

Update you on our progress after four weeks

If we have not completed our investigation after a period of four weeks, we will write to you and explain why. We will also confirm when we expect to be contacting you again.

Update you on our progress after eight weeks

If we have not completed our investigation after a period of eight weeks, we will write to you and explain why there is a further delay. We will also confirm when we expect to issue the results of our investigation.

Explain access to the Financial Ombudsman Service

If your complaint is eligible for referral to the Financial Ombudsman, we will let you know at which stage of the complaints process this option arises. We will explain how you can contact the Financial Ombudsman and provide you with a leaflet containing further information about the Ombudsman Service.

Put matters right

Where we make you an offer which you accept, we will arrange for matters to be finalised as quickly as possible.