Helping us resolve your problem

We'll be able to investigate your complaint much more quickly if you can give us information like your policy number or any other reference numbers you've been given. It will also help if you provide information you feel is important, for example the dates of any conversations you've had with us, as well as details about what you discussed. If you need to send documents to support your complaint, don't send the originals – copies will be just fine.

 

How we'll deal with your complaint

One of our complaint handlers will let you know when your complaint has been received. That lets you know we're aware of the issue, and makes it easier for you to get in touch with us about your complaint. 

We'll always aim to get back to you as quickly as possible, however sometimes it can take a while to properly investigate a complaint and decide on the right way forward. Where a thorough investigation is needed we'll keep you updated on our progress at least every four weeks. 

Once we've fully investigated your complaint we'll send you a detailed response, clearly explaining the conclusion we’ve reached and, where appropriate, the action we'll take to put things right.  

 

If you're still unhappy with the outcome

We always want to resolve complaints. Sometimes, however, we might not be able to so do to your satisfaction. Where that's the case, you can refer your complaint to the Financial Services and Pensions Ombudsman. 

This is an independent, impartial, fair and free service that helps resolve complaints about pensions providers and regulated financial services providers.

 

Complaints contact information

Phone: (01) 639 7000 
Email: complaints_ireland@standardlife.ie 

Please remember there's no guarantee that we’ll receive your email, or that it won't have been tampered with. Don't send personal information this way. 

Unless otherwise stated, our opening hours are: 
Monday: 9am to 5pm 
Tuesday: 9am to 5pm 
Wednesday: 9am to 5pm 
Thursday: 9am to 5pm 
Friday: 9am to 5pm

In writing:  

Standard Life 
90 St Stephen's Green 
Dublin D02 F653 

Calls may be monitored and/or recorded to protect both you and us and help with our training. Call charges will vary.