Who can I escalate my complaint to?

If you are unhappy with our service, you can complain by following the process below:

  1. You can submit your complaint online here. The contact centre will then get in touch to let you know that your complaint has been received and has been assigned to someone. We aim to resolve your concerns in the shortest amount of time.
  2. If the assigned consultant cannot resolve your complaint or you are not satisfied with their feedback, you have the right to escalate your complaint. We have a Client Care division which solves complex or unusual complaints. You can get in touch with them by sending an email to the following email address: clientcare@metropolitan.co.za
  3. Once you have submitted a complaint with us and you are still not satisfied with the feedback on your complaint, you can contact the relevant Ombudsman using the details below:

Long Term Insurance Ombudsman
For all your long term insurance complaints.

Tel: 021 657 5000
Fax: 021 674 0951
Share call: 0860 103 236
E-mail: info@ombud.co.za
Postal address: Private Bag X45, Claremont, 7735

FAIS Ombudsman
For all complaints related to financial advice.

Fax: 012 348 3447
Share call: 0860 324 766 (0860 FAISOM)
E-mail: info@faisombud.co.za
Postal address: PO Box 74571, Lynwood Ridge, 0040

Pension Funds Adjudicator
For all complaints related to a Metropolitan Life Retirement Annuity,  Pension or Provident Fund.

Tel:  012 7484000
Fax:  0866937472
Email: enquiries@pfa.org.za
Postal address: P O Box 580, Menlyn, 0063