Druids Sheffield Friendly Society
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Complaint

Druids Sheffield philosophy is that effective management of complaints is a key part of treating customers fairly, find out how to make a complaint.

The Oddfellows philosophy is that effective management of complaints is a key part of treating customers fairly. The following values are embedded in our culture and procedures:

• the provision of excellent customer service
• treating all our customer fairly, ensuring that all complaints receive fair, consistent and prompt investigation and resolution
• valuing customer feedback; and
• gathering management information to ensure effective analysis of the 'root cause' of the complaint, with a commitment to continually review our working practices and procedures, thereby improving the services we offer.

How to Make a Complaint

Our aim is to investigate each complaint promptly and fairly so that we provide you with a full and considered response.

Information we need to help us achieve this aim:

• if you are notifying us of your complaint in writing mark your letter, email or fax 'Complaint' and keep a copy
• include your full name and address and day time contact number
• detail the policy being complained about
• policy type (e.g. endowment)
• date of sale
• name of person who advised you or arranged the policy
• provide a clear and concise overview of your complaint, including the facts in the order they occurred
• enclose copies of any documents relevant to your complaint, keeping originals.

You may write to us with the information or download a pdf Complaint form, complete it, save to your PC and then email it to us.

If you wish a friend, relative or advisor to handle the complaint on your behalf we will need to obtain written or verbal confirmation of your authority to proceed on this basis.

Next Step

We will aim to resolve your complaint straight away. If we are unable to do this, we will send you written acknowledgement of your complaint within 5 working days of receipt.

We will aim to complete the investigation within 4 weeks of your complaint notification or earlier.

If there are any delays in completing the investigation, we will write to you again within 8 weeks of receiving your complaint notification, to explain the reason(s) for the delay and when we expect to conclude our investigation.

If after 8 weeks you are not satisfied with the progress and/or our explanation for the delay, you may refer your complaint to the Financial Ombudsman Service (FOS). When we write to you we will enclose a leaflet explaining how to do this and their contact details.

Following our Investigation

We will write to you detailing the outcome of our investigation and the reason(s) for reaching our decision. Where we offer any settlement, we will include details of our offer.

In the event that you do not agree with the outcome of our investigation you can refer your complaint to the FOS, or Pensions Ombudsman if your complaint is about the administration of a pension complaint. Within our decision letter we will include a leaflet explaining how to do this. You will have six months from the date of our decision letter to refer your complaint to the FOS. If you do not, you may lose your right to have your complaint reviewed by them.



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Druids Sheffield is a trading name of The Independent Order of Oddfellows Manchester Unity Friendly Society Limited, Incorporated and registered in England and Wales No. 223F. Registered Office Oddfellows House, 184-186 Deansgate, Manchester M3 3WB. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority, registration No. 109995.   WWW.ODDFELLOWS.CO.UK
Any questions? Call0845 601 3162

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