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Complaints

Our Service Promise

Our number one priority is to provide you with the highest level of customer service. If there’s a problem please let us know and we’ll try to provide a solution as quickly as possible.

  UK callers International callers Opening Hours
Contact us:
For OEICs or ISAs complaints
Phone UK: 0345 300 2244* +44 131 655 6000* Mon to Fri 8am–6pm
For Life, Pensions or Investments complaints
Phone UK: 0345 716 6777* +44 131 655 6000* Mon to Fri 8am–6pm
For complaints about the advice you received from a Scottish Widows sales consultant
Phone UK: 0345 716 6777* +44 131 655 6000* Mon to Fri 8am–6pm
You can also use our online complaints form.
Write to us:
Scottish Widows
Customer Relations Department
15 Dalkeith Road
Edinburgh
EH16 5BU
Fax number: 0131 655 7982

As soon as you Contact us about a complaint we will:

Confirm receipt in writing within five working days.
Investigate and respond, as quickly as possible and if no decision has been reached we will update you on progress after 4 and 8 weeks.

The Financial Ombudsman Service

If we haven’t issued our ‘final response’ within eight weeks from the date you first raised your complaint, or if you’re dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review. The Financial Ombudsman Service will only consider your complaint once you’ve tried to resolve it with us, so please take up your concerns with us first and we’ll do all we can to help. Financial Ombudsman Service, Exchange Tower, London E14 9SR.
Tel: 0800 023 4567 (If calling from abroad: +44 20 7964 0500).
Website: www.financial-ombudsman.org.uk

Alternatively, if you have applied for one of our products online, you can submit the complaint via the European Online Dispute Resolution (ODR) platform at https://webgate.ec.europa.eu/odr The ODR platform will refer the matter to the Ombudsman for further action.

Complaints data

Building strong and lasting relationships with our customers is important to us. Sometimes things can, and do, go wrong and when this happens we encourage customers to tell us about it so we can aim to put things right.

We are committed to transparency and publish details of the complaints data we last reported to the Financial Conduct Authority. View the complaints data for firms associated with the Scottish Widows brand.

* Telephone calls may be monitored and recorded to help improve our service. We are open from 8.00am–6.00pm Monday to Friday.