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Make a Complaint

Do you need to make a complaint?

Your feedback is important to us.

If you're dissatisfied  with any aspect of your experience with Wesleyan Assurance Society, please let us know so we can try our best to resolve this for you.

How can I make  a complaint?


We have several ways for you to make a complaint:

1. By telephone
Wesleyan Assurance Society
0800 092 1990

Wesleyan Bank
0800 358 1122

2. By live chat
Please click here for live chat.

3By webform
Please complete our complaints form.

4By letter
If you would prefer to write to us, please send your letter to:

Complaints Team
Risk and Regulatory
Wesleyan Assurance Society
Colmore Circus
Birmingham
B4 6AR

What happens next?

Once we've received your complaint, we'll aim to contact you within 24 hours and confirm next steps.

Updates

How we update you on the progress of your complaint is up to you, just let us know whether you prefer phone, email or written contact.

Our Response

We will always aim to resolve your complaint as quickly as possible, and this will range from 3 days to no longer than 8 weeks.

If you require any additional updates during this time frame, please don't hesitate to call us between the hours of 9.000am to 5.00pm, Monday - Friday.

The Financial Ombudsmen Service (FOS)

We always attempt to resolve any issues directly with our customers, however if you're not happy with the outcome of the investigation, you have the option of contacting the Financial Ombudsmen Service (FOS) directly. You will also receive a leaflet detailing the FOS complaints procedure with our response.

If you feel your issue still hasn't been resolved, at you have up to six months from the date of our response letter to refer your complaint. Contact details for FOS are detailed below:

Online:
Email: complaint.info@financial-ombudsman.org.uk
Website:www.financial-ombudsman.org.uk

Phone:
UK: 0300 123 91 23
Abroad: +44 20 7964 1000

In Writing:
Financial Ombudsman Service
Exchange Tower
London, E14 9SR

'WESLEYAN’ is a trading name of the Wesleyan Group of companies.

Wesleyan Assurance Society and Wesleyan Bank Ltd are authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Wesleyan Financial Services Ltd, Wesleyan Unit Trust Managers Ltd, Practice Plan Ltd and DPAS Ltd are authorised and regulated by the Financial Conduct Authority.  Advice about investments, insurance and mortgages is provided by Wesleyan Financial Services Ltd.

Click for more information about the Wesleyan group of companies.

© 2021 Wesleyan Assurance Society