customer area

making a complaint


We are proud of our reputation for providing high quality and fair service to our members. If on any occasion our service falls below the standard you expect please let us know and the problem will be investigated quickly and thoroughly.

what you should do if something goes wrong

You can either :-

By Post

write to us at the following address:

Customer Service Department engage Mutual Assurance
Gardner House
Hornbeam Park Avenue
Harrogate
HG2 8XE

By Telephone

speak to our Customer Service Team

on our free phone customer helpline 0500 848262.
This line is open between 8am and 8pm Monday to Friday
and Saturday between 10 am and 4 pm

 

We aim to resolve most concerns by the end of the next business day and will review all relevant records, to ensure that the investigation into the matter is completed thoroughly and fairly.

Once we have completed the investigation we will contact you with the outcome.

If the matter raised constitutes a complaint under the Financial Service Authority rules then:

  • If your complaint cannot be resolved by the end of the next business day, we will send an acknowledgement letter to you within 5 working days.
  • No later than 4 weeks after receipt of your complaint we will either send our final response or explain why we are not yet in a position to resolve the complaint and advise you of when we will contact you again.
  • When the investigation of your complaint has been completed we will write to you with the outcome. The letter will also explain the time-scale within which you can refer the matter to the Financial Ombudsman Service.

or

  • If we have not made a final response by the end of 8 weeks we will write to explain the reason for the delay and indicate when we expect to provide a final response. If you are dissatisfied with the delay you may refer the matter to the Financial Ombudsman Service.
  • In either event if you are not satisfied with the final response to your complaint, you may then refer your complaint to the Financial Ombudsman Service**.

You should note the Financial Ombudsman Service will only handle your complaint if you have been through the Society’s complaint procedure as detailed above.

** A leaflet explaining the role of the Financial Ombudsman Service is available by contacting our Customer Services Department on the freephone helpline 0500 848262†. Alternatively you can visit their website http://www.financial-ombudsman.org.uk

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