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 on-line 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 0345 88 22 999
(Monday - Friday, 8.30am - 5.30pm)


Call 0800 121 4456
(Monday - Friday 9am - 5pm)

Mortgage Advice

Call 0800 032 5333
(Monday - Friday 8.30am - 5.30pm)

Independent Financial Advice

0345 600 8996
(Monday - Friday 9am - 5pm)


Call 0345 606 9901
(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:

Member Experience
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.

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 member's 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 given you an answer to your concerns and eight weeks have passed since you first told us about them, you can contact the Financial Ombudsman Service. 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. 

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

By 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