Complaints Procedure

We always seek to meet and, where possible, exceed the expectations of our customers. We appreciate, however, that things do sometimes go wrong, so if you wish to make a complaint, here are the addresses to write to.

The complaints procedure varies depending on the product(s) you hold with Partnership, as outlined below:

Long Term Care, Annuities and Protection

If your complaint concerns the product itself or the service you have received from Partnership, please contact:

The Chief Executive
Partnership
Sackville House
143-149 Fenchurch Street
London
EC3M 6BN

Lifetime Mortgage

If you have a complaint specifically about the processing of your Lifetime Mortgage please contact Partnership at the above address.

If, once you have accepted the offer, you have any complaints about your Lifetime Mortgage, please contact:

The Chief Executive
New Life Mortgages
Warwick Road
Solihull
West Midlands
B91 3DG

Home Reversion Plan

If you have a complaint specifically about the processing of your Home Reversion Plan please contact Partnership at the above address.

If, once you have accepted the offer, you have any complaint about your Home Reversion Plan, please contact:

Chief Financial & Operating Office
Milton Home Assets Limited (trading as Milton Homes)
6th Floor
Lansdowne House
Berkeley Square
London
W1J 6ER

You will receive a response from either Partnership, New Life Mortgages or Milton Homes acknowledging your complaint and setting out the process for resolution.

If you are not satisfied with the way in which your complaint is handled, you can contact:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Telephone: 0845 080 1800