Your complaint and how we can help you

Our commitment to you

We understand that sometimes things can go wrong. You're important to us, so if you've reason to complain we want to know. We'll try to resolve your complaint quickly in a professional and helpful way.

How to contact us

You can contact us by letter, phone or email. It'll help if you give your name, address and account number.

How we deal with your complaint

The time it takes to resolve your complaint will depend on how complex it is and how much investigation we have to do. We'll always try to resolve your complaint as quickly as possible, keeping you informed of our progress.

• Acknowledge your complaint within five working days of the date we receive it.
• Tell you who's dealing with your complaint so contacting us is easier.
• Fully investigate your complaint and send you a detailed reply about our findings. We'll clearly explain the reasons behind our decision and what action we'll take to put things right, if appropriate.
• Update you every four weeks if the investigation isn't complete and explain the reason for the delay.

What to do if you are still not happy with the outcome

We want to resolve complaints to your satisfaction whenever possible. If we can't reach agreement with you, you can refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is an impartial adjudicator and provides a free, independent service for resolving disputes with financial services firms.

You can contact us at:

Standard Life Wealth
1 George Street
Edinburgh
EH2 2LL
Tel: 0845 279 8880

Calls may be recorded/monitored and call charges may vary.