Complaints

Here at The Children's Mutual we do our very best to offer a first class service to all of our customers. However we are only human and mistakes do happen.

The only way that we can learn from our mistakes, and as a result improve our service, is by listening to what you tell us.

We take all complaints extremely seriously, and we will do our utmost to resolve your complaint to your satisfaction.

How to complain

If you want to contact us to complain you can:

  • call us on 0845 609 0085, or
  • email us at complaints@thechildrensmutual.co.uk, or
  • write to us at:

    Freepost RRHB-KSAS-LKEL
    The Children's Mutual
    PO Box 2090
    Gloucester
    GL4 3WR

Download our Complaints procedure
PDF, 19KB (opens a new window)

How many complaints do we get?

Our regulator, the Financial Services Authority (FSA), requires us to publish certain information about the complaints we receive from our customers. We have to do this every 6 months.

Actually, FSA only requires us to do this if we have received 500 complaints or more. But we want to be open in the way we handle complaints, and we think it’s only fair to show how we’re doing - whether we’re above or below 500.

Take a look at the document below which shows details from our most recent 6-month period, 1 January 2011 to 30 June 2011.

Download details of our complaints
PDF, 52KB (opens a new window)

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