Let us know what you think

We’re proud of our role in looking after the financial welfare of the Police family, not to mention the service we provide to them.

To help us understand how well we’re doing (or not), we always want to hear from you, whatever you think. Please share a problem with us first and we’ll do our very best to resolve it quickly.

Email us:

If you’ve registered for an online account, you can also send us a secure message. This is a secure service, so you'll have to sign up using your membership number before you can do this.

If you’d like to make a complaint to us, please email groupcomplaintsteam@pmas.co.uk

Alternatively, if you’d rather talk to someone, you can contact us on our normal numbers.


Making a complaint

In writing or in person:

Group Complaints Team

Police Mutual Assurance Society Limited

Alexandra House

Queen Street

Lichfield

Staffordshire

WS13 6QS
Our complaints pledge

We’re 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 – we don't want to make our Members unhappy and we’ll 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 six (6) months from the end of the eight (8) week period if we haven’t issued you with a response. Excluding some very limited circumstances, 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.


Other ways to complain

The Financial Ombudsman

0800 023 4 567

Calls to this number are free for mobile phones and landlines.

0300 123 9 123

Calls to this number cost no more than calls to 01 and 02 numbers.

+44 20 7964 0500

Calling from overseas.

The Financial Ombudsman opening hours are:

Mon-Fri 8.00am-8.00pm

Sat  9.00am-1.00pm

In writing

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

 

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

The Centre for Effective Dispute Resolution (CEDR)

Our discretionary Healthcare scheme is not regulated by the Financial Conduct Authority and therefore is not covered by the Financial Ombudsman Service. If you feel your complaint has not been handled fairly and you would like an independent review of the outcome provided by us, we can either arrange an adjudication via the CEDR or you are able to contact them yourself if you’d prefer.

 

The CEDR is an independent company who offer structured negotiation, assisted by a trained mediator.

While they cannot enforce a course of action, they’ll review the facts of the case and your concerns and attempt to mediate a solution that’s satisfactory to all parties. There’s no cost to you for using this service.

For further details about this service please email groupcomplaintsteam@pmas.co.uk


Our 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, as we always want to be transparent about what we do, you can read our latest complaints information here.