How to make a complaint

We are a mutual association that exists to support our customers and we have the highest standards of service.

If for any reason you are not entirely satisfied with our service and you want to make an official complaint, please follow the steps below.

Step 1

Please contact our compliance department and we will aim to resolve your complaint straight away.

• Telephone: 0808 168 7775 (lines open 8am-6pm weekdays)
• Email: compliance@nationalfriendly.co.uk
• Write to: Compliance Department, National Friendly, 4-5 Worcester Road, Clifton, Bristol BS8 3JL.
• Fax: 0117 980 9358

If we are not able to resolve your complaint by the end of the next working day, we will write to you within five working days of hearing from you to acknowledge your complaint and let you know who is dealing with it.

Step 2

We aim to resolve your complaint within four weeks of receiving it. If this is not possible we will write to you explaining why we are not yet in a position to resolve your complaint.

If we have not resolved your complaint after four weeks then we will ensure you have a final response within eight weeks. In the unlikely event we are still not able to do this we will write to you explaining why, with an indication of when we will be able to resolve your complaint.

Step 3  

If you are not satisfied with our final response, please let us know and provide any further details you want us to consider. We will then review this together wtih your original complaint and inform you of the outcome.

Alternatively, if you are not happy with our final response, or we have not given you a final response within eight weeks of receiving your complaint, you may be able to refer your case to the Financial Ombudsman Service for an independent review.

• Financial Ombudsman Service,
  South Quay Plaza, 183 Marsh Wall, London E14 9SR.
• Telephone: 0800 0 234 567 - free for people phoning from a "fixed line" (for example, a land line at home); 0300 123 9 123 - free for mobile users who pay a monthly charge for numbers starting 01 or 02.
• E-mail: complaint.info@financial-ombudsman.org.uk
• Website: www.financial-ombudsman.org.uk.

If you do refer your case to the Ombudsman Service, this must be done within 6 months of receiving our final response.

Please remember the Ombudsman Service cannot deal with your complaint until you have first raised it with us.

In making any complaint, your right to take legal proceedings is not affected.