Unhappy With Our Service?
Making a complaint
We are a mutual organisation, which means we are owned by you, our Members. This is why we always act in accordance with the best interests of our Membership.
If you have any cause to be unhappy with our service or products, then please give us the opportunity to hear what you have to say so that we can put things right for you.
Simply contact a member of our team on 01872 277151, or if you prefer, you can email us at askus@cornishmutual.co.uk or you can write to us at the following address:
Cornish Mutual, CMA House, Newham Road, Newham, Truro TR1 2SU
Responding to your complaint
We will deal with your complaint in accordance with the Financial Conduct Authority's Guidelines and we will consider the full circumstances of the matter in a fair and independent manner.
If your complaint cannot be resolved within three working days, we will acknowledge your complaint and let you know about our complaint handling process. This will be done within five working days of the complaint’s receipt. We will inform you of our decision as soon as possible.
If you have not heard from us within eight weeks, we will write to you to explain why we are not in a position to issue a final response and we will let you know when to expect one.
The Financial Ombudsman Service
Once we have issued you with a final response and explained our decision, if you are not satisfied with our reply, you have the option of placing the matter before the Financial Ombudsman Service (‘FOS’). This is a free, independent service for resolving disputes.
If you decide to contact them, you should do this within six months of our final response letter. Referring your case to the FOS will not affect your legal rights. We will provide full details of how to appeal and further information is available at:
www.financial-ombudsman.org.uk.
The FOS can be contacted at:
Exchange Tower
Harbour Exchange
London
E14 9SR
Tel: 0300 123 9123 or 0800 023 4567