Complaint resolution

If you have any concerns about our products and services or your financial representative, we want to make sure these concerns are heard and we respond in a timely manner.  

How to file a complaint

To raise your concerns, please contact your financial representative, who will notify Manulife Bermuda on your behalf.
If you do not wish to raise your concerns with your firm or if you have concerns about your firm or financial representative, please contact Manulife Bermuda directly by writing to us at the address below or by email* at MLBComplaints@manulife.com.

Manulife Bermuda

O’Hara House, 3rd Floor  
3 Bermudiana Road Tower 2 (North Tower)
Hamilton, HM08
Bermuda

What you can expect

Upon receipt of your written complaint, Manulife Bermuda will provide an acknowledgement within three business days, and an investigation will begin.
Manulife Bermuda strives to resolve all complaints within 45 business days; however, some cases may require more time. If this does happen, Manulife Bermuda will notify you or your financial representative.

The complaint investigation

• We will provide you or your firm with updates throughout the complaint-handling process and an anticipated timeline for resolution.
• As part of the investigation, we may contact you or your firm to clarify information we have been provided or to request additional information.

Our response

Once the investigation has been completed, you or your firm will receive a written response.
If you are not satisfied with the outcome of our investigation, you have the option of filing an unresolved-complaint report with the Bermuda Monetary Authority (BMA), which is the regulatory body that supervises and inspects financial institutions operating in Bermuda.
To file an unresolved-complaint report with the BMA, please click here . Alternatively, you may call or write the BMA. 

Bermuda Monetary Authority
BMA House
43 Victoria Street
Hamilton, HM12
Bermuda
Phone: +1(441) 295-5278

If your complaint is a result of a privacy concern, such as how Manulife Bermuda has handled or is handling your personal information or your rights under the Personal Information Protection Act 2016 (PIPA), and you are not satisfied with our response, you may file a written complaint with the Privacy Commissioner of Bermuda by completing the request form here . Alternatively, you may call or write the Privacy Commissioner of Bermuda. 

Office of the Privacy Commissioner for Bermuda
Maxwell Roberts Building, 4th Floor
1 Church Street
Hamilton, HM11
Bermuda
Phone: +1(441) 543-7748

Manulife Bermuda endeavors to resolve all concerns in a prompt and satisfactory way.

* Please note the security of email communication cannot be guaranteed. If you send us information of a private or confidential nature by email, please ensure to use proper safeguards, such as encryption. By contacting us via email you are authorizing us to communicate with you by email.