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 0330 024 1210, or
- email us at firstname.lastname@example.org, or
- write to us at:Freepost RSLG-JXCL-ZSXB
The Children’s Mutual
PO Box 1137
How many complaints do we get?
Every 6 months our regulator, the Financial Conduct Authority (FCA), requires us to send them a report containing information about the complaints we receive from our customers.
The report details complaints that could not be resolved to the customers’ satisfaction by close of business on the business day following receipt.
The FCA also requires firms to publish certain information about the complaints received if these total 500 or more in a 6 month period.
Whilst Forester Fund Management Limited received fewer than 500 complaints in the 6 month period 1st January 2016 to 30th June 2016, we want to be open in the way we handle complaints and feel that we should publish our complaint data regardless of the number received. We take complaints very seriously. We consider them to be an important indicator of how we are doing and use them to help us understand where things have gone wrong and how we can improve our products and services. We do this by monitoring complaint trends on a continuous basis and taking appropriate action as a result of what we learn.
Take a look below which shows details from our most recent 6-month period.
Complaints Publication Report
Firm Name: Forester Fund Management Limited
Period of covered in this report: 1st January – 30th June 2016
|Number of complaints opened||Number of complaints closed||Complaints closed within 8 weeks (%)||Closed complaints upheld by firm (%)|
|Insurance and Pure Protection||–||–||–||–|
|Decumulation, Life and Pensions||–||–||–||–|
The total number of policies in force at the end of June 2016 was approximately 905,500. This means that fewer than 0.02% of our customers complained. That’s the same as 1 in 5030 plans held by our customers.
How we deal with complaints
We hope that you will be pleased with both the service you receive from us and the product(s) you have bought from us. However, we know that despite our best efforts, sometimes things do still go wrong and you may therefore need to bring a problem to our attention.
If so, you can contact us in several ways:-
- By phone – call us on 0845 077 1899 or +44 (0)1242 663504 for calls from outside the UK, between 8am and 6pm, Monday to Friday.
- By e-mail – our address is email@example.com
- In writing – Our address is The Children’s Mutual, Freepost RSLG-JXCL-ZSXB, PO Box 1137, Bishops Cleeve, Cheltenham, GL50 9QS
You can rest assured that we take complaints very seriously. Wherever possible, we take the opportunity to refine and improve our systems and procedures for the benefit of all our customers in future.
Our commitment to you
When we receive your complaint, we will always try to resolve it as quickly as we can.
If you phone and we can.t resolve your complaint on the spot, then we will tell you what action we are going to take after we have spoken to you. We will let you know when a response will be given and who will be calling you back. This will always be within 24 hours of your phone call or visit.
If your complaint is in writing, we will acknowledge your letter within 3 working days of receipt, so you know we have received it. We will then write again when we have looked into the matter for you and will ensure that our reply fully addresses all the concerns you raised.
Sometimes, a complaint will require more detailed and this may mean we cannot respond fully as quickly as we would like. If so, we will keep you informed so you know what is happening.
If you are not happy with our initial response, let us know why, and we will reconsider your case again.
Financial Ombudsman Service
With certain types of complaint, if you are not happy with the way we have dealt with your concerns, then you have the right to refer to the Financial Ombudsman Service – a body which is completely independent. We will tell you in writing if this applies to you. Please note that you can only ask the Ombudsman to consider your complaint after you have given us a chance to put things right. Please see below for details of how to contact the Ombudsman:
Financial Ombudsman Service (FOS)
London E14 9SR
0300 123 9 123 (free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02)
+44 20 7964 1000 (for calls from outside the UK)
020 7964 1001
Online Dispute Resolution
Customers who use our online top-up facility to manage their child’s Child Trust Fund (CTF) may alternatively submit their complaint to the Online Dispute Resolution (ODR) platform.