What do we do

We make it simple and easy for you to get a life insurance quote at discounted prices, by reducing the amount we earn from each insurer.

You can get a life insurance quote and apply for the policy through our website, you can give us a call or we can call you back.

Once you’ve applied we’ll fast track your application through to your chosen insurer and we can often give you an instant decision.

It’s quite normal for an insurer to ask you or your doctor for further information, or even ask you to go for a medical examination.

We’ll let you know if anything further is needed and we’ll keep you updated by phone, text or email whichever you prefer.

Who regulates us?

We are regulated by the Financial Conduct Authority which is the independent watchdog that regulates financial services in the UK.

Direct Life & Pension Services Ltd is authorised and regulated by the Financial Conduct Authority.  Our FCA number is 155312.

Direct Life & Pension Services Limited's permitted business is advising on and arranging regulated non-investment insurance contracts.

You can check this on the Financial Services Register by visiting the FCA's website or by contacting the FCA on 0800 111 6768.

Our complaints procedure

We Can Help

We aim to provide you with the highest standards of service. However, there may be occasions when our service falls short of your expectations. This easy to use guide is designed to help you make us aware of your views so that we can address your concerns. To ensure your maximum protection our complaints procedure has been designed to meet the requirements of the Financial Conduct Authority and the Financial Ombudsman Service.

Your initial concerns should be addressed to:

The Customer Services Manager 
Direct Life & Pension Services
Friars House
52a East Street, Chichester 
West Sussex 
PO19 1JG

If you prefer you may telephone us on 01243 817900.  Alternatively, you may forward details of your complaint via our website at www.directlife.co.uk.

• We will send you a written acknowledgement within five working days of receiving your complaint.

• Your concerns will be fully investigated by a senior manager within the company and every effort will be made to issue you with final detailed response within 8 weeks of receiving your complaint or why it is not in a position to make a final response and when it expects to do so. You will also be advised that can refer your complaint to the Financial Ombudsman Service and you will be provided with a copy of the Financial Ombudsman Service standard explanatory leaflet.

• Should you have any concerns in the meantime please contact the member of staff whose name appears on the acknowledgement letter.

What Happens Next?
If you still remain dissatisfied, following our final response, you have the option to refer the matter to the Financial Ombudsman Service at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0800 023 4 567
Tel: 0300 123 9 123

 

You should refer the matter to the Ombudsman as soon as possible after our final response, but this must be within six months of the date of our final response letter.

Please note:

You will need to complete our Complaints Procedure or have received a letter informing you that you can now approach the Financial Ombudsman Service before the Ombudsman will investigate.

There are certain types of complaint which are outside the Ombudsman’s jurisdiction. Before you refer the matter to the Ombudsman you may wish to call them on 0800 023 4567 to discuss your complaint.  You can also visit their website www.financial-ombudsman.org.uk for more information

Online dispute resolution

We always try to resolve any complaint to put things right. However, if you have already contacted us and we have not resolved your complaint to your satisfaction, you may wish to use the European Commission's Online Dispute Resolution service. This is an online portal designed to help consumers who have bought goods or services online to conduct dispute resolution.

The details for the link are: http://ec.europa.eu/consumers/odr/ 

Are we covered by the FSCS?

Yes, we are covered by the FSCS.

You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim.

Insurance advising and arranging is covered for 90% of the claim, without any upper limit.

Further information about compensation scheme arrangements is available from the FSCS.