Help & support
|Monday||9.00am – 5.00pm|
|Tuesday||9.00am – 5.00pm|
|Wednesday||9.00am – 5.00pm|
|Thursday||9.00am – 5.00pm|
|Friday||9.00am – 4.00pm|
Making a complaint
We value our members and take any complaint very seriously. We view a complaint as an opportunity to identify how we can improve the service we provide to our members.
When things go wrong
If you are reading this and you have a complaint, something may have gone wrong.
Each complaint is investigated thoroughly and fairly, so our members can receive a full and considered response. If you do need to make a complaint with us, here is some more information about how to do this and what you should expect.
How to make a complaint
In the first instance, please get in touch and let us know what has happened by telling us:
- Exactly what has gone wrong, and how and when it happened
- Your name, address, and contact phone number
- Your plan details (if applicable)
- What you would like us to do to put things right
How to contact us
If you would like to get in
touch by telephone please call 0800 526 249
If you would like to get in touch by email you can send all your details to [email protected]
If you would like to make a complaint in writing, please send a letter to us at:
Shepherds Friendly Society,
Haw Bank House, High Street,
Cheadle, Cheshire SK8 1AL
What can I expect if I complain?
We may be able to resolve your complaint straight away. If not, we will send you a letter acknowledging your complaint within 5 working days of receiving it. In this letter we’ll summarise your complaint so you can check we have understood it correctly and we will give you a complaint reference number to quote, so we can always find your information quickly when you contact us.
We would expect to complete our investigation within 8 weeks of receiving your complaint. If we cannot do this, we will get in touch with you by letter or email explaining the reason for the delay.
If you are not satisfied with the reason for the delay, you can refer your complaint to the Financial Ombudsman Service. When we update you at this stage we will enclose a leaflet explaining how to do this.
When we have completed our investigation of your complaint we will write to you to provide our final response. This will be a detailed letter that outlines what we found, what we plan to do as a result, and why we arrived at our decision.
What do I do if I am still unhappy?
If you’re not satisfied with how we have dealt with your complaint or you are not happy with the decision we’ve taken and wish to take it further, you can ask the Financial Ombudsman Service to look into your complaint for you. This is a free independent service for resolving disputes between customers and financial services institutions.
You can find out more on their website or by calling them on
0800 023 4567.
The Financial Ombudsman & The European Commission Online Dispute Resolution Platform
The Financial Ombudsman is a free service that looks into disputes between insurance companies and their customers. You can find out more or contact them directly using one of the links below. You have six months from the date of our final response letter to refer your complaint to them.
The European Commission also provides an on-line dispute resolution (ODR) platform which allows consumers to submit their complaint through a central site which will forward the complaint to the right Alternative Dispute Resolution (ADR) scheme. In relation to Shepherds Friendly Society, this is Financial Ombudsman Service and you can go to them directly as shown in the contact details above. For more information about ODR please visit their website http://ec.europa.eu/odr
Contact the Ombudsman
The Financial Ombudsman Service,
Exchange Tower, London, E14 9SR
0800 023 4567 or 0300 123 9123