How to complain

We are commited to giving you a high standard of service.

If you are unhappy in any way with the service you've received from Sterling, we offer a clear complaint handling procedure, which we explain below.

Our phone and address details are:

0370 909 6010

Sterling
PO Box 461
Bishops Cleeve
Cheltenham
GL52 8ZN

Email: info@sterling-assurance.co.uk

If we receive a complaint

We will write to you promptly to let you know we've got your complaint and how we intend to deal with it.

If you complain by phone, this letter will confirm our understanding of your concerns, so, you'll have a chance to tell us if we've got it wrong.

Resolving your complaint

We will look into your complaint and, if we need more information from you to resolve it, we'll write to you or phone you to explain what we need.

Once we've completed our investigation, we'll write to you or phone you to explain:

  • the outcome of our investigation
  • where relevant, any offer of compensation the Company is prepared to make
  • if applicable, details of how you can refer your complaint to the Financial Ombudsman Service (FOS), if you are not satisfied with our decision.

If there is a delay in resolving your complaint

Our regulator, the Financial Conduct Authority, expects us to resolve most complaints within eight weeks.

If we do not have all the information we need to resolve it and need to collect this, or if there is a delay for any other reason, we will write to you to let you know what's happening.

In the unlikely event your complaint takes longer than eight weeks to resolve, we will write to you at that time to explain why. We'll also let you know whether and how you can refer to the Financial Ombudsman Service if you're unhappy with the delay.

We'll then keep in touch with you regularly until we've completed our investigation.

Complaints Data Publication

We are committed to provide you with information relating to the volume of complaints received and the time taken to resolve these.

The following complaints relate to complaints for the period 1 January 2017 to 30 June 2017.

Sterling ISA Managers Limited (SIML)


H1 2017 Number of complaints Opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld
Decumulation, and Pensions 165 158 14.6% 82.3% 55.7%
Investments 259 237 20.7% 79.3% 61.2%

The 424 complaints received by Sterling ISA Managers Limited during the period, represented fewer than 20 complaints per £1m of annual income.