Compliments and Complaints

We are committed to putting our customers first, it’s at the heart of what we do. So whether it is good or bad we want to hear from you and if something does go wrong, we want to put it right.

Customer Services on computer

We would like to hear your feedback

We appreciate all feedback, including to compliment a member of staff, the service we provide or an experience you have had with us. If you are not happy with our products or service, we would like to hear from you and have the opportunity to put matters right for you.

To provide us with your feedback you can contact our Customer Relations Department as follows:

In writing: Customer Relations Officer, Foresters House, 2 Cromwell Avenue, Bromley BR2 9BF
By telephone: 0333 600 0333
By email: customer.relations@foresters.co.uk

Download our Complaints Procedure

Contact Customer Services

If, at the end of the complaint process you still remain unhappy, you have the right to refer your dispute to the Financial Ombudsman Service. Their service is free of charge for you. You will need to do this within 6 months from receiving the final decision letter by contacting the Financial Ombudsman Service as follows:

Their website is www.financial-ombudsman.org.uk, which includes more information about their service.

Customers who use our online facility to take out and manage their Forester Life Plan may alternatively submit their complaint to the Online Dispute Resolution (ODR) platform.

 

Our Complaints Report

Complaints Report - July 2020 to December 2020

We take complaints very seriously. We consider them to be an important indicator of how we are doing and use them to help us understand where things have gone wrong and how we can improve our products and services. We do this by monitoring complaint trends on a continuous basis and taking appropriate action as a result of what we learn.

Every 6 months our regulator, the Financial Conduct Authority (FCA), requires us to send a report containing information about the complaints we receive from our customers.

The FCA also requires firms to publish certain information about the complaints received if these total 500 or more in a 6 month period.

The following table gives details of the complaints data reported to the FCA:
Firm Name: Forester Life Limited (FRN: 177898)
Period covered in this report: 1 July 2020 – 31 December 2020
Brands/trading names covered: Foresters Financial

 

Number of complaints opened by volume of business
Product/service grouping Provision
(at reporting end date)		 Number of complaints opened  Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld  Main cause of complaints opened 
Insurance and pure protection 0.69 complaints per 1000 policies in force  34 28 21.43% 78.57% 35.71% General Admin/ Customer Service
Decumulation and pensions 1.68 complaints per 1000 policies in force  26 27 37.04% 51.85% 29.63% General Admin/ Customer Service
Investments 0.36 complaints per 1000
client accounts		  572 565 36.11% 61.06% 16.64% General Admin/ Customer Service

If you wish to make a compliment you can leave us a review on Facebook or Google.