Why Police Mutual?
Customer satisfaction and 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:
- Fully investigate your complaint
- Keep you informed of progress
- Do what we can to solve the problem
Are you satisfied?
We learn from complaints - but we also want to
hear if you’re a satisfied customer, or have experienced excellent
service. Contact us and tell us all about
it.
How to complain
- If you have been dealing with a particular
person or department, it is 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 with the progress of your
complaint
What if my problem still isn’t solved?
If your complaint is not resolved within eight
weeks or it is resolved but not to your satisfaction, you may be
able to refer 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.
Getting in touch
If you need to contact our Complaints
Investigator or the Financial Ombudsman Service, their details are
below:
Complaints
Investigator
Police Mutual Assurance Society
Limited
Alexandra House
Lichfield
Staffordshire
WS13 6QS
Telephone:
0845 88 22 999
Financial Ombudsman Service
South
Quay Plaza
183 Marsh Wall
London
E14 9SR
Telephone: 0845 080 1800
Website: http://www.financial-ombudsman.org.uk/