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.
- To tell us if you’re 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 about anything else we need to be aware of
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 customer number before you can do this.
If you’d like to make a complaint to us, please email firstname.lastname@example.org
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
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 customers 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.
The Financial Ombudsman
Calls to this number are free for mobile phones and landlines.
Calls to this number cost no more than calls to 01 and 02 numbers.
Calling from overseas - These above numbers may not be available from outside the UK
The Financial Ombudsman opening hours are:
The Financial Ombudsman Service
email@example.com - 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
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 firstname.lastname@example.org
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 second half of 2019, 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.