Giving us feedback or making a complaint

We are proud of Police Mutual's role in looking after the financial welfare of the Police family and the service and support we provide to the Police service. To help us understand how well or not we are doing at providing you with the products and service you need, we always want to hear from you, whatever you think. You can email us, telephone or write to us, whichever is easier for you. You can even visit us in person if you want to.

To send us your feedback by email, please click on the links below:

To tell us if you are unhappy about something and we need to help you

To tell us when we did something you liked and you want us to know

To tell us anything else you think we should be aware of 

If you have registered for an online account you can also send us a secure message. As this is a secure service, you'll have to sign up using your membership number if you haven't already done so. 

If you would rather talk to someone you can telephone using the following numbers:

Savings, Investments & Pensions

Call 01543 441 630
(Monday - Friday, 8.30am - 5.30pm)


Call 0151 242 7640
(Monday - Friday 9am - 5pm)

Mortgage Advice

Call 01543 441 630
(Monday - Friday 8.30am - 5.30pm)

Independent Financial Advice

Call 0151 242 7829
(Monday - Friday 9am - 5pm)


Call 01543 441 630
(Monday - Thursday 8am - 4pm, Friday 8am - 4pm)

For all other feedback (if calling from overseas, replace the 0 with +44)

Call 01543 414 191
(Monday - Friday, 8.30am - 5.30pm)

If you want to put something in the post, please write to us at:

Group Complaints Team
Police Mutual Assurance Society Limited
Alexandra House
Queen Street
WS13 6QS

If you want to visit us in person you can do so at the above address.  Our directions will help you to get here.

If you would like to send us an email you can do this by sending your email to

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 members 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:


The Financial Ombudsman opening hours are:

Monday to Friday - 8am to 8pm
Saturday - 9am to 1pm

Fixed land line - calls to this number are normally free for people ringing from a "fixed line" phone - but charges may apply if you call from a mobile phone

0800 023 4 567

Mobile Phones - calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs

0300 123 9 123

Calling from overseas - These above numbers may not be available from outside the UK - so call the ombudsman on

+44 20 7964 0500

In writing

The Financial Ombudsman Service
Exchange Tower
E14 9SR

Email - 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:

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.

For further details about this service please email,

Online Dispute Resolution

You can also register a complaint with the European Union’s Online Dispute Resolution platform (or ODR). Their website is The ODR will simply pass your complaint to the Financial Ombudsman Service (or CEDR for Healthcare).
We're not responsible for the content of external websites.

Complaints performance

The Financial Conduct Authority (FCA), requires financial services firms to report on the number of customer complaints they receive every six months. Firms are required to publish information about complaints they’ve handled if they receive more than 500 in any reporting period.

In the first half of 2018, we received less than 500 complaints. However, we have chosen to be transparent about our performance, which means we have published our complaints information for January to June 2018.

Read our complaints performance reports here.