Complaints about endowment policies

You may be able to make a complaint and get compensation if your endowment policy won't cover the outstanding capital at the end of your mortgage. If this isn't successful, you can take steps to ensure your mortgage will be paid off.

Check out all your options and get independent financial advice before you make any decisions.

When can I make a complaint?
Complaining to the company that sold you the policy
Complaining to the Financial Services Ombudsman
How compensation is paid

When can I make a complaint?

Companies selling endowment policies have to follow certain rules. You can make a complaint if you think you have been treated unfairly. You may be able to do this even if you have already sold or cashed in your policy.

You may be entitled to compensation if you got bad advice from the company that sold you your policy and you have lost out financially as a result. This might be the case if:

you were advised that your endowment policy was guaranteed to earn enough to pay off your mortgage, and there is now a shortfall,
you were sold a policy that wasn't due to mature until after your retirement and your adviser didn't consider whether you would be able to afford to keep up with payments after you retire,
you were advised to cash in one endowment policy to take out another,
you weren't advised that you were paying for life insurance as part of your endowment, and you didn't need it,
your mortgage will end before your endowment policy matures,
you weren't advised that your money would be invested in the stock market, which means it isn't guaranteed to pay off your mortgage,
you weren't told that if you decide to cash in or sell your policy early, you will have to pay penalties, and may not get much for the policy,
you weren't informed of any other fees and charges involved.

You may also be able to get a small amount of compensation if you have been:

seriously distressed, or,
inconvenienced by the shortfall.

If you think you have a valid complaint, you should take action quickly. If you don't, you could lose some or all of the compensation you're entitled to.

Complaining to the company that sold you the policy

Complain to the company that sold you the policy first. This could be the endowment company itself, or an intermediary broker. All companies selling financial products have to have a proper complaints procedure and have to provide information about how to use it.

The Financial Services Authority (a consumer watchdog) produces a free guide to making a complaint. They may also be able to help you if the company that sold you your policy has gone out of business or disappeared.

Complaining to the Financial Services Ombudsman

If you aren't satisfied with the response you get, you may be able to make a further complaint to the Financial Services Ombudsman . The ombudsman provides a free independent service to help solve disputes with financial companies.

How compensation is paid

The amount of compensation you get normally depends on how much better off you would be if you had taken out a repayment mortgage with a separate life insurance policy from the start. If you have lost out financially you may be entitled to a lump sum payment. This will allow you to switch to a repayment mortgage without losing out on payments you have already made.