Contact us

As we acquired Lincoln UK, we currently have a number of different contact points within our organisation. Please select the most relevant to you from the options below. Should you wish to make a complaint, please select the ‘complaints’ option.

Please note that from 9 August 2010 our Gloucester office moved from Barnett Way, Barnwood to Carter Court, Quedgeley.

 

Now please select from the following options:

 

Customer

Please choose from the options below. As we acquired Lincoln UK we now have a number of contact methods, depending on whether you have an original Sun Life Financial of Canada or Lincoln UK policy.

To help our customer services team assist you as quickly as possible, please have the plan/policy number to hand. Also please use the contact details appropriate to your policy.

Policies beginning with:

  • two letters, e.g. LA, PC, EL - please use Sun Life Financial of Canada contact details
  • three numbers, e.g. 119, 590, 898 - please use the relevant ex-Lincoln Financial Group contact details
  • i2L - please use i2Live contact details.

As emails can potentially be intercepted your privacy cannot be guaranteed so do not input any personal data.

The addresses listed below are postal addresses, so if you wish to deliver correspondence to us directly, please phone us first for the correct directions.


For information regarding our products sold through financial advisers please visit the consumer Sun Life Financial of Canada website or alternatively we can help you find a financial adviser.

 

Complaints procedure

We try to provide you with the highest standard of service but sometimes our service may fall short of your expectations and we would like you to tell us if this happens. We will then handle complaints following the rules laid down by our regulator, the Financial Services Authority (FSA).

Please let us know your concerns along with your plan number(s) and contact details either by post, email, fax or telephone.

For the FSA complaints publication report, please see 'complaints reporting'.



We will:
  • acknowledge your complaint within five working days of receipt of your call or correspondence.
  • acknowledge a verbal complaint with confirmation of our understanding, in writing, so that we can be sure that we understand your concerns.
  • investigate your complaint in a timely manner, although there may be unavoidable delays where we are required to obtain information from external sources.
  • make every effort to conclude the investigation within four weeks. If we are unable to do this we will write to you to confirm why. We will also let you know how long you may expect to wait.

If by eight weeks we are still unable to issue a decision letter, we will write to you to give our reasons and let you know how long we expect the continuing investigation to take. We will also send you a booklet, which tells you about your right to refer the matter to the Financial Ombudsman Service (FOS) and explains how to do this.

When we have concluded the complaint investigation, we will send you a final response letter to let you know the outcome. This will explain the basis of our conclusion and will tell you about your right to refer the matter to the Financial Ombudsman Service if you are still dissatisfied. We will also send you an explanatory booklet (unless we have already enclosed this with earlier correspondence).


*Calls to this number cost up to 4p a minute for BT Customers. For people on other phone networks and tariffs (mobile phone users) it may be cheaper to phone the Financial Ombudsman Service on: 0300 123 9 123.

Please note:
The Ombudsman will expect us to investigate the complaint and issue a final response letter before they will adjudicate.

If you wish to refer your complaint to the Ombudsman, you should do so within six months after receiving our eight week response informing you of your right to take this course of action. It is unlikely the Ombudsman will consider your complaint after this period, unless there are exceptional circumstances that prevent you from contacting them within this timescale

 

 

Shareholder information

 

Now please select from the following options:

 

New business query

For information on our current range of products actively sold through financial advisers please contact us via:

 

Existing product query

For information you may require about existing clients products please select from the options below. 

To help our customer advisers assist you as quickly as possible, please have the plan/policy number to hand. Also please use the contact details appropriate to your policy.

Policies beginning with:

  • two letters, e.g. LA, PC, EL - please use Sun Life Financial of Canada contact details
  • three numbers, e.g. 119, 590, 898 - please use the relevant ex-Lincoln Financial Group contact details
  • i2L - please use i2Live contact details.

 

Sun Life Financial of Canada – Basingstoke

Sun Life Financial of Canada, Matrix House, Basing View, Basingstoke, Hampshire RG21 4DZ
Tel. 0870 1611 111

 


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Sun Life Financial of Canada - Gloucester

Sun Life Financial of Canada, Carter Court, 4 Davy Way, Quedgeley, Gloucester GL2 2DE
Tel. 0845 605 2323

 


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