At Mutual we always try to maintain the highest level of customer service however there are occasions when things go wrong and when a customer may not be happy. We would like to hear from you if you have a complaint so that we can have the opportunity to put things right and improve our service for everyone.
We will deal with the situation as promptly as possible.
If you are dissatisfied about a service our company has provided then the following procedure sets out what we will do to try and resolve the issue.
How you can complain
- In person : visit your local branch
- By phone : Telephone 0116 251 8106
- By email: [email protected]
- By letter : Please write to us at Mutual, 39 – 43 Bedford Street South, Leicester, LE1 3JN
Please let us know your name and address, your telephone number (so that we may contact you if we need to), Details of your complaint and Details of what you would like us to do to put things right.
We will always aim to deal with your complaint by the next working day however if we can’t we will:
- Write to you within 5 working days acknowledging we have received your complaint.
- Give you the name of the person who will be dealing with the complaint and a contact number.
- Keep you updated as to the progress of your complaint if it takes longer than 4 weeks to investigate
- We will send you a final response as soon as we can and aim for no longer than 8 weeks after we receive your complaint. This final response will summarise your complaint, let you know our findings and the reason we have reached them.