Complaints

We always want to provide the best possible service for our customers but recognise that sometimes you might be disappointed with our service. If you are dissatisfied by the service we have provided to you, you can make a complaint to us. By making a complaint, you are giving us the opportunity to investigate and improve our services for everybody.

To make a complaint, please contact us using the information provided in this procedure. We will then review your complaint and provide you with our response. If you are not satisfied with the response we have provided, you can escalate the complaint to the Financial Ombudsman Service for their decision.

How to make a complaint

If you wish to make a complaint about our service, you can do so using the following details:

By email: james@bequest.com and alexa@bequest.com

Online via Live Chat: www.bequest.com and www.bequest.app

By mail: Bequest, Level 4, Northcliffe House, Young Street, London, W8 5EH, UNITED KINGDOM

By telephone: +44 020 3916 5433

Information to provide when making a compliant

We aim to resolve your complaint as quickly as possible. To help us do this, please provide the following when making your complaint:

  • A description of your concern
  • What you would like us to do to put things right
  • Your name and email address
  • A phone number and the best time to contact you
What happens after making a complaint?

Shortly after receiving your complaint we will send you a prompt acknowledgement in writing, letting you know that we have received the complaint and that we are looking into it. We will also let you know when you should receive our response, which we will always aim to provide within 8-weeks from the day you made your complaint. We will then keep you updated on the progress of your complaint up to the time when you receive our response.

Our response

Before we will respond to your complaint, our complaint handler will investigate the circumstances surrounding your complaint and which led to it being made. They will look at why you have made your complaint and investigate what might have gone wrong. Then, within 8 weeks from the date of your complaint, our complaint handler will send you either:

  1. A final response addressing the complaint and outlining your right to appeal with the Financial Ombudsman Service if you are dissatisfied with the resolution of your complaint; or
  2. A written response which explains why we are still not in a position to make our final response, giving reasons for the further delay, indicating when we expect to be able to provide our final response and informing you that you can now refer your complaint to the Financial Ombudsman Service if you are dissatisfied with the delay.

If your complaint is upheld, we will confirm this in writing to you, including any suitable recourse, where applicable. If we consider it appropriate to offer redress or remedial action, we will promptly comply with that offer should you accept this.

If we reject the complaint, we will give reasons for doing so in writing.

If you are not satisfied with our resolution of your complaint, you can escalate your complaint to The Financial Ombudsman. Please see below for further information on how you can escalate your complaint.

The Ombudsman cannot consider a complaint if the complainant refers it to the Financial Ombudsman Service:

  1. more than six months after the date on which the respondent sent the complainant its final response, redress determination or summary resolution communication; or
  2. more than:
    1. six years after the event complained of; or (if later)
    2. three years from the date on which the complainant became aware (or ought reasonably to have become aware) that he had cause for complaint;

unless the complainant referred the complaint to the respondent or to the Ombudsman within that period and has a written acknowledgement or some other record of the complaint having been received.

The financial ombudsman service

If you are not satisfied with our resolution of your complaint and you have allowed us the 8-week timeframe to respond to your complaint, you can escalate your complaint to the Financial Ombudsman Service (‘FOS’) at:

By post at:

The Financial Ombudsman

Exchange Tower,

Harbour Exchange Square,

London,

E14 9SR

By telephone: 0800 023 4567

Via email and their website: complaint.info@financial-ombudsman.org.uk,https://www.financial-ombudsman.org.uk/

If you wish to raise your complaint to the Ombudsman, you must do this within six months from the date of our final response unless we have expressly said otherwise within our final response.

Information regarding the FOS can be found within the leaflet attached with our initial acknowledgment or through the Financial Ombudsman website:http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm

You can find more information on the services provided by the Financial Ombudsman Service by visiting their website (link above).

No nonsense life cover is just a few minutes.

Frequently asked questions

FAQs answered PDQ.

Select a question and all will be revealed.

Now. Death is unpredictable. You could die today or tomorrow. Having life insurance in place means your family are financially protected if the unexpected happens.

But that’s not the only reason. Life insurance gets more expensive the older you are. So, to get the best price, buy it now.

For example, £200,000 of cover until age 65 costs around £15 a month if you’re a 30-year-old non-smoker. It can be almost 3 times that amount when you’re 50.

We can’t tell you exactly how much you need – we’re all different. But you should consider choosing enough cover for ongoing living expenses, such as any outstanding mortgage, or a good few years in rent, and the monthly bills. Plus, any debts or loans you have, and don’t forget funeral costs.

You choose how long you want your policy to remain in place, anything from 5-40 years.

Most people choose to be covered until age 65, as that’s when they expect to retire. However, you can choose any age up to age 90, as long as you start the policy before your 65th birthday.

Level term is the most popular option. The amount of cover never changes. So, if you choose £200,000 of life insurance and you die in 10 years, we pay your family £200,000.

Decreasing term is designed to cover a mortgage. The payout amount decreases each month in line with your mortgage. The amount the cover goes down is equivalent to an annual interest rate of 8%. So, although the monthly cost you pay stays the same, decreasing cover is cheaper than level cover.

There are 2 options. You can either choose a joint life policy or 2 single life policies.

Although joint life policies tend to be a bit cheaper, they only pay out once. So, if one of you claims, the other is left with no life insurance in place.

The other option is for both partners to take out separate life insurance policies. That way if one of you dies your partner’s cover remains in place. Or if the relationship breaks down, you can both walk away with your policies intact. Separating a joint life policy isn’t always that easy.

We may be a new name in life insurance but we’re backed by some of the biggest names in the industry, so you can have complete trust in Bequest and our policies.

GenRe is one of the world’s leading reinsurers. They reinsure your policy so you can be confident we are always able to pay a claim.

Covéa is our underwriter. They have around 650,000 life and protection policies under administration in the UK.

Just call us on 020 3916 5433 and we’ll take it from there.

Check out our claims page for what to expect.

Life insurance is quite simple. If you die, we pay your claim. As long as you answered all the questions on your application honestly, you can sit back and relax safe in the knowledge you’re fully protected.

We know you were thinking it.

If Bequest were to close our doors, your policy is completely safe. Covéa, our partner, looks after the running of your policy today. So, they’d continue to do that if we were no longer around.

But we’re going nowhere.

We offer 3 Will options: Free Will, Will Plus, Premium Will.

Free Will is completely free. You don’t need to buy our life insurance to write a Free Will with us. But, if you do buy life insurance, we’ll give you our Premium Will completely free too.

Check out our Wills page for all the details.

Absolutely.

All our Wills are written and checked by JP Estate Planning, an award-winning, UK-based, professional Will writer and estate planner.

So, what are you waiting for? Write your Will now.

There are lots of reasons why writing a Will is so important – such as naming your children’s guardians, protecting stepchildren, protecting the family home and making sure your inheritance is spent wisely.

Read our 6 reasons why a Will is well worth writing.