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.
By phone call:
0151 363 5290
0044 (0)151 363 5290
Monday to Friday 09:00 – 17:00
In writing:
Customer Relations Team
Forces Mutual
3rd Floor
Exchange Station
Tithebarn Street
Liverpool
L2 2QP
By email:
Whatever way you choose to contact us, if you are letting us know about something that is making you unhappy we will give you a response as soon as possible, ideally when you first talk to us. If we can’t give you an answer straightaway, we’ll look into the issues raised and once we’ve fully investigated what has happened, we’ll write to you or call you. We will try to be as quick as possible and will keep you updated with what’s happening.
We are 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 as we don’t want to make our customers unhappy and will 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 6 months from the date of our final response. 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.
Contact details for the Financial Ombudsman Service are:
Online
You can complete an online complaints form, visit here.
Telephone
The Financial Ombudsman opening hours are:
- Monday to Friday – 8am to 5pm
0800 023 4 567
Calls to this number are normally free
0300 123 9 123
Calls to this number cost no more than calls to 01 and 02 numbers.
+44 20 7964 0500
Call if you’re calling from abroad, if you’re worried about the cost of calling then they advise they will phone you back.
In writing:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
For more information on the Financial Ombudsman service you can visit: www.financial-ombudsman.org.uk
Healthcare Scheme Complaints:
If you feel your complaint has not been treated fairly and you would like an independent review of the outcome provided by us, then we’ll be able to arrange an adjudication via the Centre for Effective Dispute Resolution (CEDR).
Please note that our Healthcare scheme is not regulated by the Financial Conduct Authority and therefore is not covered by the Financial Ombudsman Service.
CEDR is an independent company who offer structured negotiation, assisted by a trained mediator. Whilst they cannot enforce a course of action, they will review the facts of the case and your concerns and attempt to mediate a solution that is satisfactory to all parties. There is no cost to you for using this service.
We’re not responsible for the content of external websites.