UK-FOS Complaint Process Explained

For customers | Monument Life Insurance dac

Our commitment to you

At Monument, each of our customers is important to us, and we believe you have the right to a fair, swift, and courteous service at all times. If you make a complaint, we will deal with it promptly, effectively and in a positive manner.

Our complaints process and timeframes

STEP 1: Acknowledgement
We will:

• acknowledge your complaint in writing within 5 working days of receipt.
• confirm who your point(s) of contact will be until either the complaint is resolved or until all steps of our complaint procedure have been exhausted.

STEP 2: Investigate and update
We will:

• provide you with a written update on the progress of our investigation at intervals no longer than 20 working days.
• endeavour to investigate and resolve your complaint within 40 working days of receipt.

STEP 3: Resolve and/or refer
We will:

• advise you in writing within 5 working days of the completion of our investigation.
• explain clearly:
  • the outcome of the investigation and reasons for arriving at any decision(s) made.
  • the terms of any offer or settlement being made.
• inform you of your right to refer your complaint matter to the Financial Ombudsman Service. Their contact details are shown below.

STEP 4: Referral rights
If we do not resolve your complaint to your satisfaction within the 40-working day period, we’ll inform you of the anticipated timeframe within which we hope to resolve this. We’ll also inform you of your right to refer your complaint matter to the Ombudsman, whose contact details are below.

Contact details

Financial Ombudsman Service (UK)
Tel: 0800 023 4567
Email: complaint.info@ financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

Please note: the above contact details are relevant for customers who took their Monument policy out in the UK only. If you took out your policy in any other country, you will need to contact the equivalent Financial Ombudsman or authority in that country under the same circumstances.