How to make a complaint

We try to get things right for all our customers the first time around. If something does go wrong then we’ll do all we can to put it right.

What we’ll do when you tell us about your complaint

  • carry out a thorough investigation into your complaint;
  • make a decision on what we can do to help; and
  • let you know our findings and our decision

The easiest way to let us know about your complaints is to log your complaint online below.

Your email is sent to us by unencrypted email which means that, if someone else was to capture your email, then they would be able to read it. If you do wish to include anything of a sensitive nature then please consider the alternative option of letting us know about your complaint by post or telephone.

For heritage Equitable Life policyholders who joined us on 1 January 2020 please call, email or write to us.

Download our full complaints procedure: Complaints procedure

If you are dissatisfied with our response you may contact the Financial Ombudsman at, by email or telephone 0800 023 4567 or 0300 123 9 123.

Alternatively, for complaints regarding the management of occupational pensions schemes you may contact the Pensions Ombudsman at where you may submit a complaint form, or telephone 0800 917 4487.

However, complaints relating to the sales and marketing of occupational or personal pension schemes may be referred to the Financial Ombudsman Service.

For Heritage Equitable Life customers joining Utmost on 1 January 2020:

Our details are as follows

Individual and International Policyholders

0330 159 1530 OR + 44 1296 386242 if calling from overseas

Group Pensions UK and International

0330 159 1531 or + 44 1296 386242 if calling from overseas

For customers already with Utmost before January 2020:

Online form

Email, call or write to us

Call Us

01296 385393

Monday to Friday (not including bank holidays) 9 am to 5 pm

Email Us

Email our Complaints Team


Investigations Unit
Utmost Life and Pensions
Utmost House
6 Vale Avenue
Tunbridge Wells