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Briefing Notes Probate Trust 680 392

Make a complaint

Tell us how we can make things right

At Canada Life, we’re passionate about providing excellent customer service, but we appreciate that sometimes things can go wrong. We take customers’ complaints seriously and always use your feedback to improve our service for all of our customers.

You can make a complaint in writing, by letter, fax or email; verbally, over the telephone or in person using the contact details below.

Contact details for complaints

Products covered

Lifetime/Scheme Annuities
Purchased Life Annuity
Enhanced Annuity
Fixed Term Income Plan
Flexible Drawdown Plan
Select Account
Individual Protection

Example Policy Numbers

8 digits – Products begin with 42, 43, 41, 09, 0B, 065, 073, 20

Postal address

Canada Life,
Canada Life Place,
Potters Bar, Herts,
EN6 5BA

Telephone

+44 (0) 345 6060 708

Email

customer.services@canadalife.co.uk

Products covered

Premiere Account
Delta Account
Offshore Savings Account 
Controlled Access Account
Wealth Preservation Account
Flexible Life Plan

Example Policy Numbers

Begin with:

  • JLC/
  • SLC/
  • WP5-
  • WP1-
  • JL5/
  • WPA/
  • N15/
  • JFD/
  • SL6/

Postal address

Canada Life International,
Canada Life House,
Isle of Man business Park,
Douglas, Isle of Man,
IM2 2QJ

Telephone

+44 (0) 1624 820200

Email

complaints@canadalifeint.com

Products covered

Premiere Europe Account
Premiere Europe Discounted Trust Account
Wealth Preservation Europe Account
International Portfolio Bond (including Discounted Gift scheme)
Flexible Investment Portfolio

Example Policy Numbers

Products begin with 3 character prefix starting with N or W then 6 or 7 digits

Postal address

Canada Life International Assurance (Ireland),
Canada Life House,
Isle of Man Business Park,
Douglas, Isle of Man,
IM2 2QJ

Telephone

+44 (0) 1624 820200

Email

complaints@canadalifeint.com

Products covered

Group Income Protection
Group Life Insurance
Group Critical Illness Cover
Employee Life Insurance

Example Policy Numbers

Products begin with either, (note * is a number 0-9):

  • A1*****/*/L
  • E2*****/*/L
  • G*****/*/L

Postal address

Canada Life – Group,
3 Rivergate,
Temple Quay, Bristol,
BS1 6ER

Telephone

+44 (0) 345 223 8000

Email

groupcsc@canadalife.co.uk

Products covered

Equity Release
Lifetime Mortgages
Buy-to-Let Mortgage

Example policy numbers

Cases begin with 33 then 9 digits or 4000 then 8 digits

Postal address

Canada Life,
6th Floor,
110 Cannon Street,
London,
EC4N 6EU

Telephone

+44 0800 068 0212

Email

hf-customers@canadalife.co.uk

Products covered

The Retirement Account
Guaranteed Annuity
Flexible Income Annuity

Example policy numbers

Products begin with MGM-P-then 6 digits GA), AP then 7 digits (GA & FIA) or 4 digits (TRA)

Postal address

Canada Life,
PO BOX 4993,
Worthing,
BN99 4AE

Telephone

+44 (0) 800 032 7690

Email

customers.ra@canadalife.co.uk

Review a summary of the information we report to the FCA about the complaints we receive.

How we will deal with your complaint

You can find more information in our leaflets depending on whether your complaint is about Canada Life  UK or Canada Life International (Isle of Man and Ireland).

How to make a complaint - Canada Life UK
How to make a complaint - Canada Life International

  • You should write down or explain the facts in a logical order and remember to provide your policy number if you have one
  • On our receipt, this will be sent to a complaints investigator who will look at all the relevant facts, which may result in us contacting you again
  • Where we believe your complaint is straightforward, or may be because of a misunderstanding, we will either contact you by phone or email to try and resolve your concerns within three working days of receiving your complaint. If the complaint is more complex or requires a more detailed investigation, this will not be possible. Depending on the nature of your complaint, it may take some time to fully investigate.  If we cannot send you a full response within five working days of our receipt of your complaint, we will send you an acknowledgement along with our contact details in case you want to keep in touch during the investigation. 
  • Your complaint investigator will also refer to documentation we hold and reports from consultants, as well as any relevant third parties where appropriate so that we may fully understand your circumstances and concerns
  • We will write to you regularly to update you on our progress and will always try to reach a conclusion at eight weeks. If we’re unable to do this, we’ll write to you again with details of the progress of our investigation. At this point you’ll be advised that if you’re not satisfied with our progress, you may refer the matter to the Financial Ombudsman Service, The Pensions Ombudsman, the Financial Services Ombudsman Scheme or the Financial Services and Pensions Ombudsman - details below.
  • If we conclude that you have been poorly advised or suffered (or may suffer) financial loss, distress or inconvenience, we will send you a Final Response and propose how to put things right. If we do not uphold your complaint, we will send you a Final Response explaining the reasons for our decision.

Complaining further 

Complaints we cannot settle before the regulatory deadline can be referred to independent services for consumers with unresolved complaints about financial firms. Dependent on the type of product you have, the following Ombudsman’s services will support you by further investigating your complaint. We will direct you to the correct organisation in our Final Response, but if you are still unsure which one is right for you, please speak to your assigned complaint investigator and they will be able to help you.

Financial Ombudsman - https://www.financial-ombudsman.org.uk/

The Pensions Ombudsman - https://www.pensions-ombudsman.org.uk/

Financial Services Ombudsman Scheme - https://www.gov.im/oft

Financial Services and Pensions Ombudsman - https://www.fspo.ie/