If something is not quite right and you would like our Customer Relations team to look into it for you, then please contact us using the details below and we'll do our best to resolve it quickly.
Email us:
If you’d like to make a complaint regarding your Healthcare membership please email healthcare@policemutual.co.uk
If your complaint is regarding any other product please email customerRelations@bspokeunderwriting.co.uk
Alternatively, if you’d rather talk to someone, you can contact us on our normal numbers.
In writing:
Customer Relations Team
Police Mutual
5th Floor
Unity Building
20 Chapel Street
Liverpool
L3 9AG
If your complaint is regarding the Police Mutual Healthcare Claims Service please email policemutual@healix.com or call 0208 049 8383.
In writing:
Police Mutual Healthcare Claims Service
Healix Healthcare
Healix House
Esher Green
Esher
Surrey
KT10 8AB
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 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:
Mon-Fri 8.00am-8.00pm
Sat 9.00am-1.00pm
In writing
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
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
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 adjudicator.
While they cannot enforce a course of action, they’ll review the facts of the case and your concerns and attempt to adjudicate 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
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