FESTIVE SEASON OPENING HOURS: Our contact centre Mutual Direct will be closed 25-26th December and 29th December & 1st January. If planning a visit to your local agency office please ring ahead to check that they are open. Our out of hours claims service will be available to support emergency claims.

 

FESTIVE SEASON OPENING HOURS: Our contact centre Mutual Direct will be closed 25-26th December and 29th December & 1st January. If planning a visit to your local agency office please ring ahead to check that they are open. Our out of hours claims service will be available to support emergency claims.

 

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Complaints

Autumn tree and leaves

We set ourselves high standards but are the first to admit that mistakes can happen.

If you are unhappy with any aspect of our service please tell us immediately and give us the chance to put things right.

How to make a complaint

General Insurance complaints

For complaints related to our General Insurance products (e.g. Home, Car, Business, Farm Insurance) you can contact us in the following ways:

Phone: 0808 159 9510

Post: Customer Relationship Team, NFU Mutual, Tiddington Road, Stratford-upon-Avon, Warwickshire, CV37 7BJ.

Contact form

Pensions, Investments, Life Cover and Financial Advice complaints

For complaints related to our Pensions, Investments, Life Cover and Financial Advice products and services you can contact us in the following ways:

Phone: 0800 622 323

Post: Customer and Conduct Team, NFU Mutual, Avon House, Ryon Hill Park, Warwick Road, Stratford-upon-Avon, CV37 0UY.

Contact form

Other types of complaints

For complaints not related to our General Insurance or Pensions Investments, Life Cover and Financial Advice products and services you can contact us in the following ways:

Phone: 0808 159 9510

Post: Customer Relationship Team, NFU Mutual, Tiddington Road, Stratford-upon-Avon, Warwickshire, CV37 7BJ.

Contact form

How we report on complaints

Complaints data

Making a complaint

What details we will require?

To help us deal with your complaint promptly please:

  • Provide a reference number. This could be a policy number or claim reference
  • State your case clearly and include relevant dates

How will you deal with my complaint?

We will:

  • Confirm in writing that we are dealing with your complaint and provide you with a point of contact
  • Make sure your complaint is investigated thoroughly and fairly by a trained complaint handler
  • Resolve any mistakes we have made
  • We will send you an email explaining the outcome of your complaint

How quickly will you deal with my complaint?

We will resolve your complaint as quickly as possible. If your complaint is likely to take longer we will provide you with updates on our position at 4 and 8 weeks as per our regulatory timeframe.

What do I do if I am not happy with the outcome?

If you remain unhappy with the outcome of your complaint you may be able to refer your complaint to the Financial Ombudsman Service (FOS).

We will tell you how you can do this if it applies to your complaint. Their service is free, impartial and contacting them will not prejudice your complaint or legal rights.