How to make a complaint

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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 the level of service you’ve received from us hasn’t met your expectations, we promise to resolve your complaint as quickly and as fairly as possible.

How to make a complaint

Firstly, please do give us the opportunity to put things right for you, simply contact a member of our team on 0345 017 5513.

If you have already spoken to us and remain dissatisfied and want to make a complaint, there are a few ways to contact our Managing Director, Alan Goddard. Alan personally handles all of our complaints.

  • Email us at askus@cornishmutual.co.uk
  • Send us a letter to Alan Goddard, Cornish Mutual, CMA House, Newham Road, Truro TR1 2SU
  • Call us and we will arrange a call back for you
  • Arrange an appointment to visit and chat to Alan in person

Upon receiving your complaint we will issue an acknowledgement letter within 5 working days.

Alan will investigate your complaint and will respond in the same manner in which the complaint was received. He will endeavour to provide you with a final response within 20 working days.

If for any reason this isn’t possible he will write to you to advise and provide a date to expect a final response.

If you’re unhappy with our decision you may refer your complaint to the Financial Ombudsman Service (FOS). We provide details of how to do this within our complaints procedure.