Making a complaint about the Family Protection Plan

We understand this change may cause concern and considerable disappointment. If you’re unhappy about the decision or how it has been handled, you can make a complaint.

Contact London Mutual Credit Union

In the first instance, you can complain to us directly. We’ll record your complaint and try to resolve it promptly:

✉️ complaints@creditunion.co.uk

FAO Complaints
London Mutual Credit Union 
4 Heaton Road
London
SE15 3TH

Contacting the Insurer

You may also make a Complaint directly to the Insurer, Maiden Life. CMutual is handling the initial complaints process on Maiden Life’s behalf.

✉️ complaints@cmutual.co.uk
📞 0121 805 5454 (Monday–Friday, 9am–5pm)

CMutual
10.2 Centre City
Hill Street
Birmingham
B5 4UA 

If you are still unhappy

If you’re still unhappy after receiving a final response, you can contact the Financial Ombudsman Service, who will review your complaint independently and free of charge.

Before contacting the Ombudsman, you must have first raised your complaint with the financial organisation involved — in this case, either London Mutual Credit Union or CMutual (on behalf of Maiden Life).

The Ombudsman can only review a case after the organisation has had the opportunity to resolve it.

You can find out more about the Financial Ombudsman Service, including how to contact them, at:

✉️ www.financial-ombudsman.org.uk  
📞 0800 023 4567