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FAQs : Claims, Payments and Cancellations

How do I raise a concern?

We’re sorry to hear that you are unhappy with Personal Group. We want to make it simple for you to raise your concerns with us and make sure that you’re satisfied with how your complaint is handled. You can contact us:

By writing to: Customer Relations Team, Personal Group, John Ormond House, 899 Silbury Boulevard, Central Milton Keynes, MK9 3XL
By telephone: 0800 542 5930* – Monday-Friday, 8.30am to 5.30pm
By email:

How long will it take?
We aim to resolve your complaint as soon as we can, so when you contact us, it would be useful if you could confirm your preferred means of contact and times you will be available, and we will do our best to meet these.

If we have been unable to resolve your complaint immediately, we will normally send you a written response letter acknowledging your complaint within five days but at the end of four weeks we hope we will have answered your concerns.

If we are unable to respond fully at this stage, we will write to you to advise the reasons for the delay, and when we expect to reach a conclusion.

If your complaint is particularly complex, it may take longer to resolve, but we must send you a Final Response within eight weeks of receiving your complaint. If we have not responded to you by this stage, you are entitled to ask the Financial Ombudsman Service to review your complaint.

If we can’t reach agreement
You may refer your unresolved complaint to the Financial Ombudsman Service for its consideration if you are unhappy with our Final Response.
You can contact them:

By writing to:
The Financial Ombudsman Service, Exchange Tower, London E14 9ST
By telephone:   
0800 023 4567 – calls to this number are now free on mobile phones and landlines
0300 123 9123 – calls to this number cost no more than calls to 01 or 02 numbers.
By email:
You must refer your complaint to the Financial Ombudsman Service within six months of the date of our Final Response.

Our commitment to you
We are committed to resolving your complaint fairly and quickly, by listening to your concerns and agreeing a solution with you. Please let us know as soon as possible if we fail to meet your expectations.

Complaint Data
View our latest Complaint Data

*Calls to this number may be recorded for training and monitoring purposes


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