Making a complaint

If something is not quite right and you would like our Customer Relations team to look into it for you, then please contact us using the details below and we'll do our best to resolve it quickly.

Email us:

If you’d like to make a complaint regarding our Healthcare Scheme please email healthcare@policemutual.co.uk

If your complaint is regarding any other product please email customerRelations@bspokeunderwriting.co.uk

Alternatively, if you’d rather talk to someone, you can contact us on our normal numbers.


In writing:

Customer Relations Team

Police Mutual
5th Floor
Unity Building
20 Chapel Street
Liverpool
L3 9AG

 

Our complaints pledge

We’re committed to handling all complaints fairly and will always do our best to provide a full response to your concerns. If you feel there is more we can do, please let us know – we don't want to make our customers unhappy and we’ll work with you to try and sort things out.

If you aren't satisfied with our final response, or we haven’t issued our final response to you within eight (8) weeks from the date you raised your complaint, you can contact the Financial Ombudsman Service (excluding Healthcare Scheme complaints – see below). If you want them to look into your complaint, you must ask them to do so within six (6) months from the end of the eight (8) week period if we haven’t issued you with a response. Excluding some very limited circumstances, the Financial Ombudsman Service may only consider your complaint once you’ve tried to resolve it with us, so please take up your concerns with us first and we’ll do all we can to help.


Other ways to complain

The Financial Ombudsman

0800 023 4 567

Calls to this number are free for mobile phones and landlines.

0300 123 9 123

Calls to this number cost no more than calls to 01 and 02 numbers.

+44 20 7964 0500

Calling from overseas - These above numbers may not be available from outside the UK

The Financial Ombudsman opening hours are:

Mon-Fri 8.00am-8.00pm

Sat  9.00am-1.00pm

In writing

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

 

Email

complaint.info@financial-ombudsman.org.uk - emails are automatically acknowledged, so check your "junk-mail" folder or "spam" filter if you don't get a reply.

For more information on the Financial Ombudsman Service, you can visit: www.financial-ombudsman.org.uk

The Centre for Effective Dispute Resolution (CEDR)

Our discretionary Healthcare scheme is not regulated by the Financial Conduct Authority and therefore is not covered by the Financial Ombudsman Service. If you feel your complaint has not been handled fairly and you would like an independent review of the outcome provided by us, we can either arrange an adjudication via the CEDR or you are able to contact them yourself if you’d prefer.

The CEDR is an independent company who offer structured negotiation, assisted by a trained adjudicator.

While they cannot enforce a course of action, they’ll review the facts of the case and your concerns and attempt to adjudicate a solution that’s satisfactory to all parties. There’s no cost to you for using this service.

For further details about this service please email groupcomplaintsteam@pmas.co.uk