Your Police Mutual. Owned by you. Run by you.

Customer Complaints Process

Your satisfaction with our service is very important to us and we strive to satisfy your needs first time, every time. However, if you experience a problem, we need to know about it.

Our commitment to you

We will:

How to complain

• If you've been dealing with a particular person or department, it's often best to contact them in the first instance as they will be most familiar with your circumstances and may be able to help immediately.
  
  
• Occasionally, more complex issues may need to be referred to a complaints investigator. In this case, we will write to you and acknowledge your complaint, usually within five days.
  
  
• A final response will normally be issued to you within four weeks. If the investigation takes longer than this, we will keep you updated regarding the progress of your complaint .
  
  

If you need to complain, please address your complaint to:

Customer Excellence Department
Police Mutual Assurance Society Limited
Alexandra House
Lichfield
Staffordshire
WS13 6QS

Telephone: 0845 88 22 999

What if my problem still isn't resolved

If your complaint is not resolved within eight weeks or it is resolved but not to your satisfaction, you may be able to refer your complaint to the Financial Ombudsman Service. They can be contacted at the address below.

The Financial Ombudsman Service offers an independent service for resolving disputes about most financial matters. However, the Financial Ombudsman Service can only help with your complaint if we’ve had the opportunity to investigate it first and provided you with a written response. You can contact them at:

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

Telephone: 0845 080 1800

Website: www.financial-ombudsman.org.uk

You can find our more about our complaints process by downloading the document below.

	Customer Satisfaction and Complaints

Are you satisfied?

We learn from complaints - but we also want to hear if you’re a satisfied customer or have experienced excellent service. You can click here or email us at serviceexcellence@pmas.co.uk.