Making a complaint

At Scottish Friendly, we aim to provide the highest possible standards of customer service at all times. However, if we do not meet your expectations or you are dissatisfied in any way with our service or products we would like to know.

Here are our contact details if you ever need to complain:

  • Scottish Friendly Assurance Society Limited
    Scottish Friendly House
    16 Blythswood Square
    Glasgow
    G2 4HJ
  • Email us
  • Telephone (UK) 0333 323 5433
  • Telephone (Eire) 1890 987 919

Lines are open 8.30am-5.30pm, Monday to Friday. For your protection calls may be monitored and recorded.

We will acknowledge the complaint within 5 working days of receipt of complaint, by letter.

We will investigate the complaint and endeavour to send a final response within 4 weeks of receipt of your complaint. If we are unable to provide a final response within this time we will send an update.

We will endeavour to send a final response within 8 weeks of receipt of the complaint. If we are unable to provide a final response within this time frame, we will write explaining why and advise you when to expect a final response.

In the unlikely event that the above steps fail to resolve any issue within 8 weeks, you may refer the matter to the Financial Ombudsman Service. In every case a leaflet describing their procedures will be sent to you with our final response.

You can contact the Financial Ombudsman Service at:

You may also use the EU online dispute resolution (ODR) platform. More information can be found here

Making a complaint won't affect your legal rights.