Contact us about Pensions & Annuities

We continue to prioritise queries relating to bereavements, setting up spouse pensions and change of details. All our lines are open although we may occasionally change our opening times so our team can complete other critical services.

If you wish to email us about a product other than retirement, please visit our existing customers page.

We know that sometimes things can go wrong. 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.

After looking into your complaint we will respond as quickly as possible and keep in touch with you until your complaint has been resolved. If you disagree with our decision, feel we have misunderstood anything or you have any extra information please let us know.

You can contact us in the usual way, including by phone, letter or email. Relevant information should be in letters and documents you’ve received.

If it's not a retirement income product you are complaining about, please go to our main making a complaint contact page.

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 may 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.

How to contact the Financial Ombudsman Service

• Visit their website: financial-ombudsman.org.uk
• Fill in the Financial Ombudsman online complaint form
• Or use the contact details below:

Our principles

To support our commitment to achieving an excellent customer experience you can expect us to meet these principles when dealing with your complaint:

• We’ll treat you as an individual and with consideration.
• We’ll empathise with your concerns and respond quickly.
• We know your time is valuable, so we won’t waste it.
• The person you speak to will be able to help with your complaint.
• We give our people the support they need to do their job to resolve your complaint and if they can’t resolve it, they’ll take ownership and find someone who can.
• We’ll do everything we can do to resolve your complaint.
• We want to be fair to all our customers, and if we can’t resolve your complaint we’ll tell you why and tell you what other options you have.
• We want you to tell us what you think.
• We’ll aim to learn from what you tell us and take action to put things right.

Please read our privacy policy.

You may want to read our Pension Risk Transfer privacy policy. A Pension Risk Transfer is an old pension scheme you may have been previously a member of due to historic employment.

We want to provide you with a service that suits your needs; if you have a disability or long-term health condition we have services available to make sure you get information your preferred way.

For our annuity products we can provide the following:

• Vision support
• Large print
• Braille
• Audio CD communications

Please read our privacy policy.

You may want to read our Pension Risk Transfer privacy policy. A Pension Risk Transfer is an old pension scheme you may have been previously a member of due to historic employment.

Please read our privacy policy.

You may want to read our Pension Risk Transfer privacy policy. A Pension Risk Transfer is an old pension scheme you may have been previously a member of due to historic employment.

Please read our privacy policy.

You may want to read our Pension Risk Transfer privacy policy. A Pension Risk Transfer is an old pension scheme you may have been previously a member of due to historic employment.

We know that sometimes things can go wrong. 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.

After looking into your complaint we will respond as quickly as possible and keep in touch with you until your complaint has been resolved. If you disagree with our decision, feel we have misunderstood anything or you have any extra information please let us know.

You can contact us in the usual way, including by phone, letter or email. Relevant information should be in letters and documents you’ve received.

If it's not a retirement income product you are complaining about, please go to our main making a complaint contact page.

Please read our privacy policy.

You may want to read our Pension Risk Transfer privacy policy. A Pension Risk Transfer is an old pension scheme you may have been previously a member of due to historic employment.

We know that sometimes things can go wrong. 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.

After looking into your complaint we will respond as quickly as possible and keep in touch with you until your complaint has been resolved. If you disagree with our decision, feel we have misunderstood anything or you have any extra information please let us know.

You can contact us in the usual way, including by phone, letter or email. Relevant information should be in letters and documents you’ve received.

If it's not a retirement income product you are complaining about, please go to our main making a complaint contact page.

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 may 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.

How to contact the Financial Ombudsman Service

• Visit their website: financial-ombudsman.org.uk
• Fill in the Financial Ombudsman online complaint form
• Or use the contact details below:

Our principles

To support our commitment to achieving an excellent customer experience you can expect us to meet these principles when dealing with your complaint:

• We’ll treat you as an individual and with consideration.
• We’ll empathise with your concerns and respond quickly.
• We know your time is valuable, so we won’t waste it.
• The person you speak to will be able to help with your complaint.
• We give our people the support they need to do their job to resolve your complaint and if they can’t resolve it, they’ll take ownership and find someone who can.
• We’ll do everything we can do to resolve your complaint.
• We want to be fair to all our customers, and if we can’t resolve your complaint we’ll tell you why and tell you what other options you have.
• We want you to tell us what you think.
• We’ll aim to learn from what you tell us and take action to put things right.