Making a Complaint

Resolving a problem

We always aim to provide you with the highest standards of service. However, there may be occasions when our service falls short of your expectations, if so please tell us about it straight away and we will do all we can to put things right.

We make every effort to settle complaints quickly and fairly and follow an internal complaints procedure to help you with any issues that you may have.

We aim to resolve your complaint and issue this response within eight weeks as required by the Financial Conduct Authority and the Financial Ombudsman Service (FOS).

Making a Complaint.

You can make a complaint in any of the following ways:

• By visiting one of our branches
• By calling our Complaints Department on 01664 414141
• By writing to our Complaints Department at the Society’s Principal Office, Mutual House, Leicester Road, Leicestershire LE13 0DB
• By email to complaints@mmbs.co.uk

What happens next

• We will try and resolve your complaint within three business days of receiving it.
• If we are able to resolve it in this time, we will send you a written summary of the resolution within seven business days. This will confirm your complaint has been resolved.
• The summary will also remind you of your right to take your complaint to the Financial Ombudsman Service free of charge if you subsequently feel dissatisfied with the outcome.

Sometimes we need more time to investigate your complaint

• If we cannot resolve your complaint within three business days, we will send you an acknowledgement letter. This will be no later than seven working days after receiving notification of your complaint.
• Our Complaints Investigator will get in touch with you so we can investigate your complaint further. We will try and resolve your complaint within eight weeks.
• We will send you a final response letter within eight weeks of the initial receipt of your complaint. We will also remind you that you have a right to take your complaint to the Financial Ombudsman Service if you are not satisfied with the outcome.
• However, there may be times when we cannot resolve your complaint by the end of the eight weeks. If this is the case, we will write to you to explain why and let you know when we can do so. At this stage you can refer your complaint to the Financial Ombudsman Service if you are dissatisfied with our response.

And finally

We are committed to ensuring all complaints are fully and fairly addressed through our internal complaint’s procedure. However, should you remain dissatisfied following the completion of our review you have the option to refer the matter to the Financial Ombudsman Service.

The Financial Ombudsman Service is a free and independent service for consumers. You should refer the matter to the Ombudsman as soon as possible after our final response, but this must be within six months of the date of our final response.

The contact details for the Ombudsman are:

Financial Ombudsman Service, Exchange Tower, London E14 9SR.  Telephone 0800 023 4567 or email complaint.info@financial-ombudsman.org.uk.

You can also visit their website www.financial-ombudsman.org.uk for more information.

Please click here to download our Dealing with Complaints leaflet.

PPI Complaints

The Financial Conduct Authority’s deadline for PPI complaints was 29 August 2019. Customers can no longer complain about PPI as the date has now passed. For further information please visit www.fca.org.uk/ppi or call the FCA helpline on 0800 101 8800.  Click here to download a copy of the FCA information leaflet.