If you want to complain about any aspect of the service you receive, please contact Pure Life in respect of the sale of this policy or the ongoing customer service:
Scottish Friendly in respect of the terms of the policy or a claim:
Please have your policy details to hand should you need to make contact.
If you are not satisfied with the response to your complaint, you can contact the Financial Ombudsman Service at:
Making a complaint will not affect your legal rights.
Once we have received your complaint, we’ll be in touch within 3 days to try and resolve your complaint. If we are unable to do this within this timeframe, we will advise you. Please note, the Financial Conduct Authority (FCA) gives us up to 8 weeks to investigate your complaint and produce a ‘final response’ to you of the outcome of the complaint and any investigation. But we aim resolve your complaint well before this deadline.
If you are not happy with our final response, you have the right to refer your complaint to the Financial Ombudsman Services, free of charge – but you have to do this within 6 weeks of our final response letter to you.
Post: Ombudsman's address is:
Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Phone: You can call the Ombudsman on 0800 023 4567 or 0300 123 9123
Website: Visit the Ombudsman's website for more information: financial-ombudsman.org.uk.
Alternatively, you can request a FOS leaflet from us.