Sheffield Mutual's Service Standards

“Delivering Excellence“

The team at Sheffield Mutual takes great pride in the service we provide and we wanted to share our standards with you. Our philosophy is based on being friendly, explaining things well and delivering an excellent service experience. We think this sets us apart from many larger organisations, but don't just take our word for it - contact us today and see for yourself.

Delivering Excellence – general standards: 

  • We'll go the extra mile; always asking ourselves 'what else can we do?'
  • Your contact takes priority over everything we do; we’ll never rush things
  • We'll meet or greet you with our first name, so you have point of contact
  • We'll use your name when speaking to you
  • You'll always be offered a seat and a cup of tea or coffee when you visit the office

Delivering Excellence – communication standards: 

  • Your telephone call will be answered normally within three rings by friendly, knowledgeable people, not an automated system or call centre
  • We'll offer you various ways to apply for a policy, including assisted pre-filled applications over the telephone
  • If more convenient we’ll offer to call you back at a more convenient time and date
  • Your email will normally be answered within an hour during business hours, or before 10am on the next working day if received out of business hours
  • We’ll take care to respond to your letter fully and within two working days of receipt

Delivering Excellence – product and sales standards: 

  • We're trained and accredited to help you to make the right choices for your money
  • We'll listen carefully to your requirements, asking questions and checking our understanding of what you require
  • We never use jargon or complex terms
  • We don’t want you to miss out, so we'll make a point of telling you about other products and services which may be of interest
  • We'll explain in simple terms what our products could do for you, how they work and any risks
  • We'll tell you about the other benefits of being part of a mutual friendly society and our track record of market-leading returns

Delivering Excellence – after sales standards: 

  • We’ll check you're satisfied and will summarise any future action before ending the call/contact
  • We’ll always thank you for your business / enquiry
  • In the unlikely event of a problem we'll aim to resolve the issue fairly, consistently and promptly
  • We'll always take ownership of an issue until you're completely satisfied
  • We'll actively seek your thoughts and suggestions on how we can provide a better service

How can people do business with us? 

  • through secure, easy-to-use online and mobile services
  • through a friendly & efficient 'human' telephone service
  • by completing a postal application
  • by visiting our office – no appointment required
  • via independent or restricted advisers and referrals from introducers
  • through our Mutual Friends scheme, thereby helping a charity or good cause
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