Customer satisfaction is very important to us at Old Mutual International, but if you do have cause to complain about the service you receive, we have procedures to make sure your complaint is dealt with fairly.
How can you complain?
It’s simple to make a complaint to us in writing or over the phone. If you write to us, please mark it clearly as a complaint and if possible, provide the following information:
- Specific facts, policy numbers and relevant documentation.
- Proof of losses sustained with calculations (if relevant).
- The solution you require to resolve your complaint.
Including as much detail as you can about what happened will enable us to understand your complaint and investigate it thoroughly. If you are happy for us to call you, please also provide a contact telephone number and we will acknowledge receipt of your complaint and endeavour to contact you within five working days of receiving the complaint.
What can you expect if you complain?
Our administration team and manager will be responsible initially for resolving your complaint. If they are unable to do so, it can be escalated to the complaints team who will carry out a review and if they are unable to resolve your complaint, they will send you a final response.
You can write to the complaints team using the below address:
Old Mutual International
King Edward Bay House
King Edward Road
Isle of Man
Fax: + 44 (0) 1624 611715
Telephone: + 44 (0) 1624 655555.
What if you are not satisfied with the outcome?
We will do everything we can to resolve your complaint but if you are not satisfied by our response, you can refer it to the Isle of Man Financial Services Ombudsman Scheme (FSOS).
The FSOS is an independent body that will consider your complaint impartially to reach a conclusion. There is more information about this service on their website.
You can write to the Ombudsman at the following address:
The Financial Services Ombudsman Scheme for the Isle of Man
Thie Slieau Whallian
Isle of Man
Additionally, as a customer of Old Mutual International Isle of Man Limited Singapore Branch, you may refer the matter to the Financial Industry Disputes Resolution Centre (FIDReC). FIDReC is an independent institution for customers of financial institutions based in Singapore and provides an impartial mediation process.
You can find further details about the service on their website.