Friends Life unobtainable?

Blue_Parrot

I've just realised (don't ask me why) that I have had no Statement of Policy Value regarding a with-profits personal pension, since 2011.

Today I tried phoning them on two different numbers shown on their documentation: both disconnected automatically.

I tried registering on their website where you can, once registered, allegedly see your own policy information. The registration form failed to submit using both Firefox and Safari.

I have emailed 'ecommercehelpdesk' which did not bounce back.
I have left two complaints on their web form, which did submit.

Confidence is low that I'll get any response from any of those three contacts, however.

Has anyone else had problems trying to contact this firm?

barnsleynanna

I used to have a pension with Friends Life ... financial advisor recently transferred it for me. I was with them since they were Sun Life over 20 years ago, and in all that time, I never once had a pension statement from them without having to ring and ask.... ended up with a £50 voucher last time in compensation, so when you do get through... ask for some !! I had a hell of a time getting hold of them .. the trick is to ring the new business line... try

0845 600 3122 and then complain like hell and insist they transfer you !!!!

Good luck !

RickyC_IFSWP

Give a few FL numbers a ring and ask to be transferred to the right department, as barnsleynanna suggested.

If all else fails, you could try sending a letter in, quoting your policy number and NI number, and they will respond.

Blue_Parrot

There is, or used to be (I can't find out on line) a legal requirement to provide members with an annual statement.

We're three years adrift. I'd quite like to know what the fund contains now, other than what my calculator says from the 2011 statement + monthly contributions since then.

You think I ought to write to them? In 2014 with all these other means of communication, I ought to write a letter and post it to get any response? ???

It may be sheer coincidence, but today I could not log in to my car insurance provider's website to change the car. They state "technical problems", but they've been saying that all week. This isn't some cheap outfit either, it's John Lewis!

:eek:

RickyC_IFSWP

Blue_Parrot wrote: »

There is, or used to be (I can't find out on line) a legal requirement to provide members with an annual statement.

We're three years adrift. I'd quite like to know what the fund contains now, other than what my calculator says from the 2011 statement + monthly contributions since then.

You think I ought to write to them? In 2014 with all these other means of communication, I ought to write a letter and post it to get any response? ???

It may be sheer coincidence, but today I could not log in to my car insurance provider's website to change the car. They state "technical problems", but they've been saying that all week. This isn't some cheap outfit either, it's John Lewis!

:eek:

Perhaps 60% of our communication with all the providers are still via post. Frequently they will not go into client detail by e-mail, unless you have "securemail service", which I wouldn't expect normal clients to have. So yes, please do write to them - you have nothing to lose.

little_monkey

0117 989 9000

01392 842244

PaulCooper

Try this

XanderBarnes | Senior Complaints Investigator | Friends Life
Tel:0845 266 3404
Xander Barnes <[EMAIL="alexander.barnes&#64;friendslife.co.uk"]alexander.barnes@friendslife.co.uk[/EMAIL]>

I had terrible problems with them not answering simple questions, in the end they agreed I had been mis sold a product and compensated me, not what I was after quite honestly, I just used the term mis sold with their top guy to get threir attention.
Paul

SeniorSam

Try the following - 0845 2663697 or e-mai gshrps@friendslife.co.uk

If you feel badly enough about the way you have been treated, then write or e-mail but head your request 'Oficial Complaint',which will require and answer within a specified time period to comply with regulations.

Sam

dunstonh

I have emailed 'ecommercehelpdesk' which did not bounce back.

That is one for IFAs/intermediaries dealing with ex AXA Sun life policies

gshrps@friendslife.co.uk

I think that one is for group stakeholder schemes. Not sure if that is Friends Provident or AXA Sun Life.

Has anyone else had problems trying to contact this firm?

Insurance companies are really poor in general in dealing with email. Especially if you use an email address of someone or a department that doesnt deal with the area you are talking about.

In the case of Friends, you need to remember that they still use separate offices and systems (including email) for the legacy insurance companies (e.g. Friends Provident and AXA Sun Life amongst others). So, sending an email to Friends Provident new business about an AXA Sun Life policy means they would not be able to find your information.

It is probably best to deal with the insurer over the phone or by post if you dont have a proper email address.

gadgetmind

Friends Life are generally poor across the board. Their underlying funds are good but they aren't very responsive, give the impression that left hand doesn't know what right is doing, and their web site is down more than it's up.

I just got a letter from them about some internal transfers. They have got all the numbers wrong, haven't spotted that most of what they say is irrelevant because things have already moved, and I'm really not sure how to respond!

Keep plugging away at them; it's the only way.

bigadaj

Brilliant, my new company pension is with friends life, and the fund choice and charges looked good.

I've just spent three months persuading scottish widows that my former group personal plan is now my personal pension, including filling in a form of change of employer with lots of blank to meet their requirements.

Hopefully won't have to contact them too much.