Our Complaints Policy

financial services - Over 50s Life Insurance

How to Complain

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:

  • By email to [email protected]
  • By telephone on 0800 182 2325
  • By writing to Complaints Department, Pure Life Financial Services, Eagle House, Joule Road, Andover, Hampshire SP10 3UX

Scottish Friendly in respect of the terms of the policy or a claim:

  • By telephone on 0333 323 5433 (Mon to Fri 8.30am - 5.30pm)
  • By writing to Scottish Friendly Assurance Society Ltd, Scottish Friendly House, 16 Blythswood Square, Glasgow G2 4HJ

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.

What Happens Next?

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.

How to Get in Touch with the Financial Ombudsman

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.

Our Registered Office

Eagle House
Joule Road
Andover
Hampshire
SP10 3UX

Pure Life Financial Services Ltd is part of the Pure Cremation Group Ltd.

Pure Life Financial Services Ltd. Company number 13149243. Registered Office: Eagle House, Joule Rd, Andover, SP10 3UX. Pure Life Financial Services Ltd is an appointed representative of CBS AR Ltd which is authorised and regulated by the Financial Conduct Authority (FCA No: 601222). Your policy is issued, underwritten and administered by Scottish Friendly Assurance Society Limited. Scottish Friendly Assurance Society Limited is a friendly society incorporated and registered under the Friendly Societies Act whose registered office is at Galbraith House, 16 Blythswood Square, Glasgow G2 4HJ. They are authorised by Prudential Regulation Authority and regulated by Financial Conduct Authority and Prudential Regulation Authority. Registration number 110002