Complaints Procedure

How to complain

You can complain using the contact details shown on our Contact Us page or by writing to:

Please include:

• Your name
• Your contact details
• A description of what happened
• Relevant dates or reference details
• Copies of relevant communications where available
• What you would like us to do to resolve the matter

What happens next

We will review your complaint and may contact you if we need further information.

Where a complaint can be resolved quickly, we will aim to do so.

For complaints subject to FCA complaint handling rules, if we resolve the matter by the close of the third business day after receiving it, we may send you a summary resolution communication.

Where further investigation is required, we will investigate the complaint and provide a final response within the applicable regulatory timeframe.

For most complaints covered by the Financial Ombudsman Service rules, this is no later than eight weeks after receiving the complaint.

1. 013 business daysIf resolved by then, we may send a summary resolution communication
2. 028 weeksThe latest for a final response to most complaints
3. 036 monthsTo refer to the Financial Ombudsman Service after a final response

Complaints about an adviser or insurer

50Life may introduce you to a separate protection adviser firm.

If your complaint relates to advice you received, a policy recommendation, an insurer's underwriting decision, a premium, cancellation, a claim or another service provided by the adviser or insurer, the complaint may need to be handled by that firm.

If appropriate, we will explain this and help you identify the correct firm to contact.

Financial Ombudsman Service

If your complaint concerns a service that falls within the jurisdiction of the Financial Ombudsman Service and you remain unhappy after receiving a final response, you may be able to refer your complaint to the Financial Ombudsman Service.

For most eligible complaints, you normally have six months from the date of the final response to make the referral.

The Financial Ombudsman Service is independent and free for consumers to use.

Website

financial-ombudsman.org.uk

Telephone

0800 023 4567

Address

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Whether the Financial Ombudsman Service can consider a complaint depends on the service involved and its jurisdiction.

Data protection complaints

If your complaint is specifically about the way we have handled your personal information, you can also raise the matter with the Information Commissioner's Office.

You can find the ICO at ico.org.uk.

Our details

50Life is a trading style of PJG Financial Limited.

PJG Financial Limited is authorised and regulated by the Financial Conduct Authority under firm reference number 919697.

Company number SC535782.

ICO registration number ZB537016.