Our Complaints Handling Procedure
British Friendly Society (BFS) strives to do everything to ensure our members receive the best possible service throughout their membership with the Society. If you are not satisfied with the service, we have provided to you, we will endeavour to resolve your dissatisfaction promptly, fairly and effectively.
British Friendly provides the insurance; none of our staff can advise on or sell our products. If your dissatisfaction concerns the suitability of the insurance to your circumstances then your financial adviser should be your first point of contact. If you are unsure, please contact us and we will look into your concerns.
If we cannot resolve your concern and if you wish to make a complaint, this complaint guidance will explain:
- How to make the complaint
- What information is required
- What happens next
How to complain
If you wish to complain, you may inform us:
What information is required
To help us in resolving your complaint, please provide:
- Your name and address, e-mail address and preferred contact number
- As much information about your complaint
- Any relevant policy or claim details
What happens next
If we are unable to resolve your complaint within 3 working days, we will send written acknowledgement of your complaint, setting out our understanding of the nature of the complaint, within 5 working days of receipt.
If your complaint refers to another firm or adviser, we will forward the complaint to them and notify you with their details so you can approach them directly.
We shall take all reasonable steps to conclude our investigation as soon as possible. If, after 4 weeks, we have not reached a conclusion we shall write to you informing you why we have not been able to resolve the matter and advising when we shall make further contact.
We aim to investigate and resolve all complaints within 8 weeks. If, after 8 weeks, you are still waiting for our Final Response, or you are unsatisfied with the outcome, please let us know as soon as possible so we conduct a review and seek to resolve.
If you are not happy with how we resolved your complaint, you can also refer your complaint to The Financial Ombudsman Service (FOS) who will independently review your case. You must contact the FOS within 6 months from the date of our Final Response or when the 8 week investigation period has expired.
We will investigate all eligible complaints made against the Society or any of its approved persons in accordance with the rules of the Financial Conduct Authority.