We do everything we can to make sure our customers get the best possible service. But sometimes, we don't get things right first time. When that happens, we always encourage you to tell us about your complaint, so that we can correct the matter.
We want to:
The following explains what to do if you have a complaint about the service you receive from Mentor, how quickly we will deal with your complaint and who to contact if you are not completely satisfied with our response.
How and where to complain In writing to:
Customer Relations Manager, 4th Floor, 2 St Phillips Place, Birmingham B3 2RB Tel: 0345 835 0035 (Relay UK 18001 0345 835 0035) Email: mentor.complaints@mentor.uk.com
By telephone on: 0345 835 0035 (Relay UK 18001 0345 835 0035)
By email: mentor.complaints@mentor.uk.com. Note, additional personal information should not be included in this message for security reasons. We will respond by telephone or in writing for the same reason.
How long will it take? We aim to resolve your complaint straight away. However, if we have not been able to do so within one week, we will write to tell you:
In most cases, complaints are dealt with within two weeks. If your complaint is particularly complex, it may take longer to resolve. We will contact you regularly until your complaint has been resolved.
If we cannot reach an acceptable resolution to your complaint within eight weeks, we will either:
send you a letter giving our reasons for the delay and an indication of when we expect to provide a resolution; or
issue our final response letter, which will explain our final position. At this stage you will receive a leaflet explaining your referral rights to the Financial Ombudsman Service if your complaint is eligible.
The Financial Ombudsman Service (FOS) is an independent organisation looking to sort out complaints that customers and financial businesses haven’t been able to resolve between themselves. If you want to contact the FOS, you’ll need to do so within six months of receiving our final response letter.
To find out more about the service visit financial-ombudsman.org.uk , call 0800 023 4567 or contact the FOS by writing to:
The Financial Ombudsman Service South Quay Plaza 183 Marsh Wall LONDON E14 9SR
You have the right to refer any disagreement between you and us to arbitration. The arbitrator will be a solicitor or barrister or another suitably qualified person that you and we agree on. If we cannot agree, the arbitrator will be nominated by the president of the Law Society (or other similar organisation) for the part of the Territorial Limits whose law governs the insurance policy. The arbitrator's award shall be binding on you and us. Whoever loses the arbitration will pay for all costs and costs of the arbitrator.
Alternatively, if your complaint relates to a product or service purchased online, you can contact the European Commission using their Online Dispute Resolution (ODR) platform.
The ODR platform, primarily aimed at European Union (EU) cross-border disputes, is designed to help consumers resident in the EU get access to dispute resolution if they remain unhappy with the response they have received from a trader established in the EU.
To use the ODR platform http://ec.europa.eu/consumers/odr you will need the following information: james.duffield@rbs.co.uk.
Please note that under current rules the European Commission will ultimately redirect your complaint to the FOS therefore you may prefer to contact us or the FOS directly in the first instance regarding your complaint.