Complaints - Irish Policyholders

What you should do if you are dissatisfied with our service
You can contact us by phone, email or put your complaint in writing addressed to our Customer Relations Department.

What you need to provide
If you have not already done so, it would assist our investigation if you could provide:

  • Your policy number(s)
  • A clear description of your concern or complaint
  • Any suggestions you may have as to how you would like us to resolve it.
  • Copies of any relevant documents

What we will do
We try to resolve complaints as quickly as possible and, where appropriate, may call you to resolve the issue. We will send you a written acknowledgement within 5 working days if we have not been able to resolve the issue within this time.

Investigating complaints can sometimes take time, so if our investigation is not completed within 20 working days, we will contact you to tell you why, and when we expect it to be completed.

If, after 40 working days from receipt of your complaint, we have still not completed our investigation, we will again write to tell you why and when we expect to send you a final response.

If you are dissatisfied with our response or you have not received a final response within 40 days.
If you are dissatisfied with the outcome or have not received our final response within 40 working days from receipt of your complaint, you may have the option to refer your complaint to the Financial Services and Pensions Ombudsman. This service is an independent adjudicator who can investigate and make decisions about unresolved disputes. Their contact details are as follows:

Financial Services and Pensions Ombudsman
Lincoln House
Lincoln Place
Dublin 2
DO2 VH29
Tel: +353 1 567 7000

Registered office
Equitable Life is a subsidiary of Utmost Life and Pensions
Equitable Life, Walton Street, Aylesbury, Bucks, HP21 7QW