We strive to do everything we can to ensure things run smoothly but, regrettably, we do not live in a perfect world and there may be times when you feel you do not receive the service you expect from Old Mutual Wealth. In the first instance, we would ask that you call us, as most concerns and issues can be resolved by speaking to a member of our team directly. If, however, you wish to make a formal complaint you can, of course, do so.
Who to contact
Please write to the Customer Complaints Manager at:
Old Mutual Wealth Head Office
Old Mutual House
If you’d prefer, you can telephone us on 023 8033 4411. Alternatively, simply enter the details below.
If writing to us, or contacting us by telephone, it would be helpful if you could provide the relevant policy or account number(s). In all cases, please provide as much information as possible, to help us understand your concerns and assist us with our investigation.
Please note that if your complaint is about the advice you have been given, such as the funds you have invested in, or the way in which a product was sold to you, you should direct it to your financial adviser.
What you can expect from us
Your complaint will be acknowledged, in writing, within five working days of it being received. Whilst, under the rules of our regulator, the Financial Conduct Authority, we must fully investigate and respond to complaints within eight weeks of receipt, our aim is to address your concerns fully at the earliest opportunity and we will contact you again as soon as we are in a position to do so.
Please be aware that more complex complaints, may take longer to resolve. Should this be the case, we will, of course, keep you informed of our progress and give an indication of when you can expect a final response.
Please be reassured that your feedback is welcomed. In our efforts to continually improve the service we provide, we take all complaints seriously, and seek to learn from them.
If you are not happy with the outcome
If your complaint is not dealt with to your satisfaction, you may be able to refer the matter to the Financial Ombudsman Service using the contact details given below. The complaint must have been considered by Old Mutual Wealth first, before the Financial Ombudsman Service will consider it.
The Financial Ombudsman Service
Tel: 0300 123 9123
If you disagree with the decision the FOS makes, the complaint could be pursued as a civil matter through the courts. We would recommend seeking legal advice before taking such action.
If the product you are complaining about is a pension, you may, as an alternative, be able to refer your case to The Pensions Ombudsman, depending on the circumstances. Again, we will let you know if this is the case.
We will send you details about each service as appropriate.