How to make a complaint

One of our main aims is to treat all of our members fairly and professionally at all times, but rest-assured we're here for you if something hasn't gone to plan.

Making a complaint...

If you have a problem that you want to tell us about, we can assure you that your concerns will be thoroughly dealt with and investigated. 

These are our contact details should you ever need to complain:

The Chief Executive
Sheffield Mutual Friendly Society
3 Maple Park,
S75 3DP

Telephone: 01226 741000

Calls may be monitored and recorded for your protection.

We will make every effort to resolve your complaint before the close of business the next working day, if we are unable to resolve the issue by the third business day following the day it was received, we shall acknowledge receipt of your complaint in writing within five working days of the day on which it was received. This letter will clarify the nature of the complaint, the person dealing with the issue, as well as outlining a summary of our complaints handling procedure.

We will investigate your complaint and will aim to send you a summary of our investigations, and whether the complaint has either been upheld or declined, within a matter of days, but normally within four weeks.

If we are unable to send you a response within four weeks we will send you an update, but we will aim to send a final response within eight weeks of receipt of the complaint. If we cannot do this we will send you a holding response explaining why we cannot issue a final response and we will give you an indication of when a final response should be issued.

If we are able to resolve the complaint to your satisfaction, which will always be our aim, we will ask you to confirm your acceptance (this doesn't need to be in writing). We will then send you a 'summary resolution communication', which will explain that you may be able to refer the matter to the Financial Ombudsman Service (FOS) if you subsequently decide that you are dissatisfied with the resolution.

In the unlikely event that we are unable to resolve the complaint to your satisfaction within 8 weeks, or if we have been unable to provide a final response within this time, you may refer the matter to the FOS. A leaflet describing the FOS process will be sent to you with our final or holding response.

The contact details for the FOS are as follows:

Financial Ombudsman Service
Exchange Tower
London E14 9SR

Telephone: 0800 023 4567

Please note that the FOS will only handle your complaint if you have been through the Society’s complaints procedure first and you must refer your complaint to the FOS within six months of our final response letter, otherwise they may not be able to investigate it. In certain circumstances we may give consent to waive the six month time limit, but this would be confirmed in our final or holding response letter.

Making a complaint would not prejudice your legal rights.

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