Making a complaint

Scottish Friendly is dedicated to providing the service you need. Sometimes things can go wrong and we encourage customers to tell us about it. Let us know what happened so we can try our best to put it right.


Contacting us with your complaint

The quickest way to make a complaint is by phoning us on 0333 323 5433. Lines are open 8.30am to 5.30pm, Monday to Friday. For your protection calls may be monitored and recorded.

You can also contact us via our online contact form or by writing to us at the following address:

Scottish Friendly Assurance Society Limited

Galbraith House

16 Blythswood Square


G2 4HJ

Please note that if your complaint relates to a cash back offer, in the first instance you should contact the cash back website directly.

Our complaints procedure

We’re committed to resolving complaints and helping make things right for our members. We will send an acknowledgement letter within 5 working days of receiving your complaint.

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

At that point, we'll endeavour to send a final response within 8 weeks of receipt of the complaint. If we're unable to provide a final response within this time frame, we'll write to you 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.

The Financial Conduct Authority (FCA) requires us to report on the number of customer complaints we receive. This information can be viewed here.

The Financial Ombudsman Service

If you're unhappy with our decision, you can ask the Financial Ombudsman Service (FOS) to investigate independently. This is a free, independent service for resolving such disputes. In every case a leaflet describing their procedures will be sent to you with our final response. 

The FOS will require our consent to investigate your complaint if we haven’t had a chance to put things right or have not exceeded the handling timescales permitted for your complaint. 

You must refer your complaint to the FOS within 6 months of the date on our Final Response letter. You can contact the Financial Ombudsman Service at:

Financial Ombudsman Service

Exchange Tower


E14 9SR

Email: [email protected]


Call: 0800 023 4567

Making a complaint will not affect your legal rights.