We’re here to help

At PG Mutual, we aim to provide the highest possible standard of service to all of our customers. However, there may be occasions when you are dissatisfied with the performance of our product or the standard of our service.

If you are unhappy with any aspect of our product or service, please let us know. This is vitally import to us as we want your experience with us to be a good one.

If you need to make a complaint

We’ll aim to resolve your complaint quickly and efficiently. We want to:

• Make it easy for you to tell us about your complaint
• Carry out a full investigation
• Consider our decision carefully
• Explain our conclusions to you clearly
• Ensure you’re treated fairly
• Learn from our mistakes

How to contact us

We want to make it easy for you to contact us in a way that suits you. If you are dissatisfied with our service you can let us know by:

Telephone: 0800 146 307
Email: enquiries@pgmutual.co.uk
In writing: Head of Complaints, PG Mutual, 11 Parkway, Porters Wood, St Albans, Hertfordshire, AL3 6PA

Please provide us with your name and customer number along with as much information about your complaint as you can.

How soon will we deal with your complaint?

We will normally try and resolve your complaint within 3 business days.

If we cannot resolve your complaint within 3 business days, we will either send you a written acknowledgement of your complaint that will tell you:

• Who will be dealing with your complaint
• When we will contact you again

If your complaint is more complex, we may need time to investigate it further. In these cases, if we’ve not sent you a final response within 4 weeks of receiving your complaint, we’ll contact you again to let you know our investigation is on-going and how much longer we may need to respond to you. If we take more than 8 weeks to respond, you are entitled to escalate your complaint to the Financial Ombudsman Service.

Our Final Response to your complaint

We aim to handle all complaints in a fair manner, and our final response will explain our conclusions to you clearly. However, if you’re unhappy after receiving our final response, or we haven’t resolved your complaint within 8 weeks of your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service.

If you are unhappy with our final response and wish to refer to the Ombudsman, you must do so within six months of the date of our final letter.

The Financial Ombudsman Service

You can contact the Financial Ombudsman Service at:
The Financial Ombudsman Service Exchange Tower, London, E14 9SR

Telephone: 0300 123 9123
Fax: 020 7964 1001
Email: complaint.info@financial-ombudsman.org.uk
www.financial-ombudsman.org.uk