I. Process for addressing complaints and disputes at Scottish Widows Europe S.A. (SWE)

We highly value your feedback and believe that it plays a crucial role in enhancing our business practices and service quality. If you have any feedback or unresolved issues that you would like us to address, we strongly encourage you to reach out to us. Below, you will find information on how to contact us and the collaborative process we follow to resolve any concerns you may have.

Scottish Widows Europe S.A. having its principal establishment in Luxembourg, is responsible for oversight of the treatment of your complaint globally from Luxembourg. This ensures consistency and fairness in addressing your complaints across the organization.

II. Methods for providing feedback

1. Contact our Customer Services Departments

Should you need to contact us, please reach out to one of our Customer Services Departments.

- for Luxembourg (if your policy starts with 8):
Pack Assurance Management
BP723
L-2017 Luxembourg
Tel: +35226317927
Fax: +35226317924
Email: [email protected]

- for Germany (if your policy begins with 5):
LV Bestandsservice GmbH
Servicepartner fur Scottish Widows Europe S.A. -
Im Breitspiel 2-4
69126 Heidelberg
Tel.: 06221 / 872-2700
Fax: 06221 / 872-2701
Email: [email protected]

- for Italy (if your policy begins with 7):
Clerical Medical Customer Services
37 Boulevard Joseph II,
L-1840 Luxembourg
Tel.: +39 (0471) 143 1003
E-mail: [email protected]

- for Austria (if your policy begins with 6):
LV Bestandsservice GmbH
Im Breitspiel 2-4
69126 Heidelberg
Deutschland
Tel.: +49 (0) 6221 872-2750
Fax: +49 (0) 6221 872-2751
Email: [email protected]

Please make sure that you have your policy number available, along with any specific details related to the issue, to facilitate the communication process.

2. Submit your feedback in writing

If you wish to submit your feedback or complaint in writing, you can do so by contacting us at the following address:

Scottish Widows Europe S.A.

Europe Building,
1, Avenue du Bois,
L-1251 Luxembourg

III. What happens when you file a complaint?

Upon receiving your complaint, we will promptly record it and ensure that your concerns are addressed in a timely manner, aiming for a fair resolution for all parties involved.

Our Customer Services Department will get back to you with the following response statement:

"At this stage, we inform the complainant (you) that you may, at any time, refer in writing, mentioning our reference above, to one of our Customer Services Departments, at SWE at Europe Building, 1, Avenue du Bois, L-1251 Luxembourg, who will therefore respond to your request as soon as possible."

IV. Actions to take if you are dissatisfied with our response or handling

If you are not satisfied with our response or the way your complaint was handled, you have the option to request a review by our Complaints Manager.

To initiate the review process, please contact our Customer Services Departments using the details previously mentioned. In your request, kindly provide detailed reasons for seeking a review and specify the desired outcome. This information will assist the Complaints Manager in assessing and reviewing your complaint.

We will provide you with a written response that outlines the final decision of the Complaints Manager, along with the reasons supporting it.

If we are unable to respond within 30 business days of receiving your initial complaint, we will inform you about:

(i) the timeframe for the Complaints Manager's review;
(ii) when you can expect a response from the Complaints Manager;
(iii) the reasons for the delay;
(iv) your right to complain to the CAA if you are dissatisfied with the reasons; and
(v) the CAA's contact details.

You may choose to file a request with the CAA at any time, including:

• if we have been unable to resolve your complaint within 30 business days;

• if you are dissatisfied with the outcome of your complaint; or

• if you are dissatisfied with the findings of the Complaints Manager.

The CAA provides a fair and independent financial services complaint resolution service that is free to consumers. The request must be filed with the CAA in writing, by post, fax or email to the CAA (to the address/number mentioned below), or online via the CAA website. In order to facilitate the filing of a request, the CAA publishes a template on its website.

Upon reception of your request by the CAA, a written acknowledgement of receipt will be provided to you within a period which shall not exceed 10 business days from receipt of your request, unless the reply itself is provided to you within that period.

Under CAA Regulations, complaints may be referred to us if it has not gone through our complaints process.

Commissariat Aux Assurances

Address of the Headquarters: 11 Rue Robert Stumper, L-2557 Luxembourg
Fax: +352.226911
Email: [email protected]
Online contact forms: FR, EN , DE,

The CAA should be contacted either in French, English, Luxembourgish, or German, in writing.

The involvement of the CAA in relation to a complaint does not preclude you from subsequently exercising any legal rights which you may have if you are still unhappy with the outcome. Before doing so however, we strongly recommend that you obtain independent legal advice.