If you want to make a complaint to a Life Insurance Company (that is the company which issues your insurance policy), you should write to their Compliance Director.

You will find full details how to complain under “complaints procedure” within the Booklet issued by the insurance company. This booklet will have been sent to you before you took out your policy.

The insurance company will have to reply to you in writing detailing the results of their investigations.

If you are not satisfied with the results of the insurance company’s investigations and you have financially lost out, you can write to the Financial Ombudsman Service. They will conduct a separate independent investigation. The results of their investigation and their recommendations, including any level of compensation, are usually binding on both you and the insurance company.

You will find more information about complaints on the Financial Services Authority’s web site that is www.fsa.gov.uk.