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 contact us using the details below.

If your email is sent to us by unencrypted email this 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.

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.

How to contact us:

Individual and International Policyholders

Call Us

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

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

Group Pensions UK and International

Email Us

Write to us at:


Utmost Life and Pensions
Walton Street
HP21 7QW