At PG Mutual, we aim to provide the highest possible standard of service to all of our customers. However, there may be occasions when something goes wrong in the delivery of a service. If you are unhappy with any aspect of our service please let us know. This is vitally import to us in our aim of delivering on going improvements in our service to you.
Whenever possible, we will ensure that the root cause of the complaint is addressed and resolved for the individual customer and for other customers.
We’ll aim to resolve your complaint quickly and efficiently. We want to:
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
In writing: Compliance Officer, 11 Parkway, Porters Wood, St Albans, Hertfordshire, AL3 6PA
Please provide us with your name, address and policy number together with full details of your complaint.
We will contact you initially within five business days of receiving your complaint. We will either send a full reply or an acknowledgement letter which will tell you:
If your complaint is particularly complex, we may need time to investigate it more fully. In these cases, if we’ve not sent you a full response within four weeks of receiving your complaint, we’ll contact you again to let you know how our investigations are on-going.
We resolve 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 eight weeks after you first told us about it, 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.
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