How to complain

We are committed to giving you a high standard of service. If you believe we’ve not delivered this we would welcome the opportunity to put this right for you. The first step is to let us know your concerns either by phoning or writing to us explaining your concerns using the contact details below. We’ll be able to deal with your query quicker if you quote your plan number.

Our phone and address details are:

0370 909 6010

Sterling
PO Box 461
Bishops Cleeve
Cheltenham
GL52 8ZN

Email: info@sterling-assurance.co.uk

What you can expect from us

Many concerns can be resolved straight away by providing you with an immediate explanation to answer them. If we are unable to resolve your concerns straight away, we will write to you promptly to let you know we have received your complaint and how we intend to deal with it. If you raise your concerns by phone, the initial letter you receive will confirm our understanding of your complaint, so that you have a chance to tell us if we have misunderstood anything.

Resolving your complaint

If we are unable to provide an immediate explanation, we will look into your concerns contacting you if we need any further information.

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

Our Regulator, the Financial Conduct Authority, expects complaints to be investigated and resolved within eight weeks, although we will aim to do this as quickly as possible. In the unlikely event your complaint will take longer than eight weeks to resolve, we will write to you at that time to explain why and to confirm whether, and how, you can refer your complaint to the Financial Ombudsman Service if you are unhappy with the delay.

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 remain dissatisfied with our decision and how long you have to refer your complaint

If you’re not happy with the outcome

If you still feel unhappy with the outcome of our investigation, you may be able to ask the Financial Ombudsman Service to review your case. This is a free and impartial service.
(Please note there is a maximum financial award the Financial Ombudsman Service can offer you for a complaint following an investigation. This is currently £150,000).

The contact details for the Financial Ombudsman Service are:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone : 0800 023 4567 – Calls to this number are free on mobile phones and landlines


Email: complaint.info@financial-ombudsman.org.uk

Website : www.financial-ombudsman.org.uk

You can also use the European Online Dispute Resolution platform to provide details of your complaint, which will then be forwarded to the Financial Ombudsman Service.

European Online Dispute Resolution platform

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.