Complaints Procedure

Unhappy with our service? We're here to listen and make it better

Talk to us

If you were not completely happy with our service, we'd like to hear about it - that way, we can do something to put it right. At Mentor we do everything we can to make sure our customers get the best possible service. However, 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:

make it easy for you to tell us about your complaint
give your complaint the attention it deserves
resolve your complaint without delay
make sure you are satisfied with how your complaint was resolved

The following explains what to do if you have a complaint about the service that you receive from Mentor. It also tells you 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

If you're not satisfied with any aspect of our service or products, you can tell us about your complaint in the following ways:

In writing to:

The Customer Relations Manager

Mentor Services

100 West George Street

Glasgow

G2 1PP

By telephone on:

0800 634 7001 (Minicom 0800 634 7008)

By e-mail:

Please complete the contact us boxes below.Please note that 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:

why we have not yet resolved your complaint
who is dealing with your complaint
when we will contact you again

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 together we can’t reach agreement

If, together we cannot reach an acceptable resolution to your complaint within eight weeks, we will send you a letter giving our reasons for the delay and an indication of when we expect to provide a resolution.

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 one that is eligible for referral to them.

The right to arbitration for complaints relating to the contract of insurance

You have the right to refer any disagreement between you and us to arbitration. The arbitrator will be a solicitor or a 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.

Please complete this form and we'll contact you as soon as possible.

The personal information you supply on this form will be used to provide the information you have requested. We are a member of the Royal Bank of Scotland Group.

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Address:
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Phone Number:
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IMPORTANT!
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