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Notify us if you have a complaint
Here at Pearl, we take complaints very seriously. If something goes wrong, we like to know so we can make sure it never happens again.
How to make a complaint
If you wish to make a complaint, you can contact us by calling our Call Centre. If the complaint relates to a Self Employed Retirement Plan, call freephone 0800 856 7966. For all other Pearl policies call freephone on 0800 856 4488. (Lines are open Monday to Friday, 9am to 6pm excluding bank holidays.)
Or alternatively you can write to us:
Pearl
Customer Care Unit
The Pearl Centre
Lynch Wood
Peterborough
PE2 6FY
Our commitment to you:
We will fully investigate your complaint and if we can’t resolve it immediately we will:
- keep you regularly informed of progress
- respond to you in writing once further investigations are complete
- clearly communicate the reasons for our decision
If your complaint is not resolved to your satisfaction you may be able to refer it to the Financial Ombudsman Service. We will tell you how you can do this if it applies to your complaint. Please note the Ombudsman will not generally consider complaints until we have had the opportunity to issue our final response to your complaint.
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Email: enquiries@financial-ombudsman.org.uk or simply log onto their website at www.financial-ombudsman.org.uk
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