How to complain and the journey to expect
If you are unhappy about a product or service we have provided then we want to hear about it and see what we can do to put things right. If your complaint is about how a financial adviser or their firm you used to obtain a product or service processed your data they are the appropriate party to complain to.
You also have the right to raise a complaint with us if you believe your personal data has not been handled by us in line with your data rights i.e how we have collected, used, shared, or stored your information, or how we have responded to your data subject access request.
Our objective is to make it simple and easy for you to let us know about your complaint. Our Customer Resolution Team can guide you through the process and will investigate your complaint fully and impartially.
Last Updated: 21 04 2026
Begin your complaint journey
Fields marked with a * are required fields and must be completed in order to submit your complaint.
Contact information
Our Customer Resolution Team are fully equipped to deal with customer complaints and queries.
If you do wish to contact us in relation to a new or ongoing complaint it would assist us if you could do so via the above form or via the following routes:
By phone: 01243 817900 (all calls are recorded)
By email: complaints@directlife.co.uk
By post: The Customer Resolution Team, Direct Life & Pension Services Ltd, Second Floor Centre & West Wing, 52 Westgate, Chichester, West Sussex, PO19 3HFUpon receipt, we will acknowledge your complaint promptly or within 30 days if it is a data -related complaint. This acknowledgement will contain your complaint reference number for your records and will allow us to find your information quickly should you contact us.If we have not been able to complete our investigation into your complaint and have not sent you a final response letter within four weeks of receiving your complaint, we will write to you to update you on our progress.
We are required to provide a final response to a data-related complaint without undue delay. If we have not sent you a final response letter within four weeks of acknowledging your complaint, we will write to you to update you on our progress.
A final response letter details the outcome of our reviewIn the unlikely event that our investigation is incomplete within eight weeks of receipt of your complaint, we will write to you to explain why and let you know when you can expect to hear from us. We will also provide details on contacting the Financial Ombudsman Service or the ICO if you are not satisfied with our progress.
Financial Ombudsman Service
If you do not feel our decision is correct, you have a statutory right to refer your complaint to the Financial Ombudsman Service. This service is free of charge to consumers.
You may refer the matter to the Financial Ombudsman Service (FOS) within six months from the date of the final response letter, notwithstanding any further correspondence between us.
- By phone: 08000234567 or 03001239123
- By email: complaint.info@financial-ombudsman.org.uk
- By post: Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR
Information Commissioner’s Office
If you dissatisfied with the response to your data-related complaint, you have a statutory right to complain to the Information Commissioner’s Office. Information on how this can be done is available by clicking on the following link: https://ico.org.uk/make-a-complaint