Make a complaint

Unhappy with our service?

We aim to resolve most issues quickly and informally. However, if we’re unable to resolve your concern straight away, you may wish to make a formal complaint.

We take all complaints seriously and will handle yours fairly and impartially. Our goal is to understand the root cause of the problem and take steps to ensure it doesn’t happen again.

How to make a complaint

You can contact us directly by phone at 0161 214 4650, by email at complaint@unitymutual.co.uk or by using the complaint form below.

Alternatively, you can submit your complaint by post or speak to any of our helpful staff in person.

Please include the following information, if relevant:

• Your full name, address and preferred contact number.
• The details of the policy being complained about, including the type (e.g. ISA) and date of sale.
• The name of the person and/or company who advised you, or arranged the policy, if applicable and known.
• A clear and concise overview of your complaint.
• Copies of any relevant documents (we don’t need the originals).
• If you are notifying us of your complaint in writing, please mark your letter or email ‘Complaint’ and keep a copy for your records.

If you’d like a friend, relative or advisor to handle the complaint on your behalf, please confirm this to us verbally or in writing. 

Next steps

We aim to resolve your complaint straight away. If we can’t, we’ll send you a written acknowledgement of your complaint within five working days of receipt. We will then do our best to complete the investigation within four weeks of your complaint.

If there are any delays, we will write to you again within eight weeks of receiving your complaint to explain the delay and when we expect to conclude our investigation.

If, after eight weeks, you’re not satisfied with the progress and/or our explanation for the delay, you may refer your complaint to the Financial Ombudsman Service (FOS). When we write to you, we’ll enclose a leaflet explaining how to do this and include their contact details. 

Following our investigation

When our investigation is complete, we’ll write to you to let you know the outcome and our reasons for our decision. We’ll include - where applicable - details of any offer of settlement we propose to make.

If you don’t agree with the outcome of our investigation, you can refer your complaint to the FOS. We’ll include a leaflet explaining how to do this with our decision letter. You will then have six months from the date of our decision letter to refer your complaint to the FOS. After this, you may lose your right to have your complaint reviewed by them. 

If your complaint is about the administration of a personal pension product, you have the right to refer your complaint to The Pensions Ombudsman, free of charge.