• Customer Services
  • COVID-19 Support

    • What you can expect from us

    Flexibility - we will take extra steps to assist you outside of our standard procedures.

    Assurance - we will continue to ask you to confirm that you understand the information provided.

    Assistance - if there's anybody with you who can help, we could speak to them if you'd prefer or we can plan to contact you at a time when there will be. 

    Patience - we will give you opportunity to take more time to think things over.


    Consistency - we'll make sure you only tell us about your extra needs once, so you don't have to repeat yourself each time you contact us.

    Consideration - we can send our letters and documents to you in Braille, large print or audio format and provide other communication support such as sign language translation or where English is not your first language.

    Our promise to you

    We want to make sure that all our employees are aligned in their approach, so that whoever you speak to will provide you with the same level of care. We’ve outlined our pledge below, and we will do all we can to make sure that providing you with the right support remains a priority.

    HONESTY AND TRUST

    Our employees have the skills, knowledge and confidence to support you in reaching decisions that are right for you.

    INCLUSIVE PRODUCTS


    Our products are designed and reviewed with all our customers' needs and their circumstances at the forefront.

    PUTTING YOUR NEEDS FIRST

    Our employees have been trained to put your needs first and focus on providing you with an exceptional experience.

    EASY ACCESS TO SUPPORT


    Our employees will direct you to the services most relevant to you and your situation, whether this is provided by Wesleyan or other sources.

    CLEAR COMMUNICATION

    Each business area understands their role and responsibility, meaning we can have coordinated and clear communication with you and across the business.

    WE LISTEN AND ADAPT


    Customers are at the heart of everything we do so it's important you can comfortably and easily give us feedback to help us improve our service to everybody, regardless of circumstances.

    We want to make sure that all our employees are aligned in their approach, so that whoever you speak to will provide you with the same level of care. We’ve outlined our pledge below, and we will do all we can to make sure that providing you with the right support remains a priority.

    HONESTY AND TRUST

    Our employees have the skills, knowledge and confidence to support you in reaching decisions that are right for you.

    INCLUSIVE PRODUCTS


    Our products are designed and reviewed with all our customers' needs and their circumstances at the forefront.

    PUTTING YOUR NEEDS FIRST

    Our employees have been trained to put your needs first and focus on providing you with an exceptional experience.

    EASY ACCESS TO SUPPORT


    Our employees will direct you to the services most relevant to you and your situation, whether this is provided by Wesleyan or other sources.

    CLEAR COMMUNICATION

    Each business area understands their role and responsibility, meaning we can have coordinated and clear communication with you and across the business.

    WE LISTEN AND ADAPT


    Customers are at the heart of everything we do so it's important you can comfortably and easily give us feedback to help us improve our service to everybody, regardless of circumstances.

    How to get in touch

    There are many ways you can start talking to us about your extra requirements. You can contact Wesleyan Assurance Society in the following ways:

    - Call our Customer Relationship Centre on 0800 058 2965 (Monday to Friday 9.00am - 5.00pm, Saturday - closed)

    - Chat to a customer adviser online

    Live Chat


    - Email us via our online contact form

    - Send a secure message from your My Wesleyan account

    If you have a Wesleyan Financial Services Consultant, you may feel more comfortable speaking to them in the first instance.

    If you are a Wesleyan Bank customer please call 0800 358 1122 (Monday to Friday 8.00am - 6.00pm) or fill in the online contact form Contact Wesleyan Bank.

    Useful information

    Scam awareness

    We know that those of us who need extra support, can also be more vulnerable to scams.
    Professional scammers are very clever in the way they target people and can pass themselves off as legitimate companies in order to get you to part with your money.

    You can find out more about recognising and protecting yourself against scams from The Money Advice Service.

    Money Advice Service


    Wesleyan Covid Hub
    If you need extra support as a result of Covid, you may find helpful information by visiting our Covid Hub.

    Wesleyan Wellbeing
    Wesleyan customers also have free access to Wesleyan Wellbeing, which was launched to support our customers' mental health and wellbeing during the pandemic.

    Bereavement Advice Centre
    The Bereavement Advice Centre provide help and advice about dealing with grief, with a free helpline to answer any questions you may have following a bereavement. Bereavement Advice Centre | Free Helpline | Freephone 0800 634 9494

    Citizens Advice Service
    Citizens Advice give independent and impartial advice to millions of people in the UK every year. Contact with Citizens Advice is completely confidential, and their aim is to give individuals the knowledge and confidence to find a way forward, regardless of background or circumstances.?

    Making a complaint
    At Wesleyan, we do everything we can to ensure all our customers get the best possible service. However, if you are unhappy about any aspect of the service you have received from Wesleyan Assurance Society, any of its group of companies or your Wesleyan Financial Services Consultant, please tell us. Make a Complaint.