Making a complaint
We set ourselves high standards but are the first to admit that mistakes can happen. If you are unhappy with any aspect of our service please tell us immediately and give us the chance to put things right.
How do I make a complaint?
For pensions, investments and protection products either:
- Call us on 0800 622323
- Write to us at:
NFU Mutual Insurance Society Ltd.
Life Services Complaints Team
Tiddington Road
Stratford-upon-Avon
Warwickshire
CV37 7BJ
- or email us
For insurance (motor, home, business insurance etc.) either:
- Call or write to the Manager of the Regional Office or Call Centre which issued your policy. Contact details can be obtained from the Agent where you purchased your insurance.
- or email us
What details are required?
To help us deal with your complaint promptly please:
- Provide a reference number. This could be a policy number or claim reference
- State your case clearly and include relevant dates
How will you deal with my complaint?
We will:
- Confirm in writing that we are dealing with your complaint and provide you with a point of contact
- Make sure your complaint is investigated thoroughly and fairly by a trained complaint handler
- Resolve any mistakes we have made
- Write to you with an outcome
- Provide you with an opportunity to respond if you remain unhappy
How quickly will you deal with my complaint?
We will resolve your complaint as quickly as possible. In many cases this is within five working days. If your complaint is likely to take longer we will provide you with regular updates.
What do I do if I am not happy with the outcome?
If you remain unhappy with the outcome of your complaint you may be able to refer your complaint to the Financial Ombudsman Service (FOS).
We will tell you how you can do this if it applies to your complaint.
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