How to make a complaint

Making a Complaint

The Society aims to treat its members fairly and professionally at all times, but in cases where you consider that you have not been appropriately dealt with, your concerns will be thoroughly investigated with the involvement of the Chief Executive. 

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

The Chief Executive
Sheffield Mutual Friendly Society
3 Maple Park, Maple Court
Wentworth Business Park

Telephone:          01226 741000

Lines are open 9am – 5pm Monday to Friday and calls may be monitored and recorded for your protection. 

We shall endeavour to resolve the matter before the close of business the next working day, but unless we can resolve the issue by the third business day following the day it was recieved, we will acknowledge receipt of your complaint in writing within 5 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 and outlining a summary of our complaints handling procedures.

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 4 weeks. 

If we are unable to send you a response within 4 weeks we will send you an update, but we will aim to send a final response within 8 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 need not 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

Telephone:          0800 023 4 567 

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 6 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 6 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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