How to make a complaint

How to make a complaint

Home, Military kit and Landlord’s Residential properties cover

We hope that you will be pleased with the cover and service provided but if you are not completely happy with any part of the cover or service you can choose to tell us by

  • calling: 0800 0882 284
  • emailing: service@themilitarymutual.com
  • writing to: The Military Mutual Limited, PO Box 993, Portsmouth, PO1 9PS

We will try to resolve your complaint immediately. If this is not possible we promise to acknowledge your complaint within five working days. If we cannot resolve your complaint in 3 weeks we will write and let you know the reasons why and the further action we will take

In the unlikely event that your complaint is not resolved within eight weeks or you are not happy with the outcome you can contact the Financial Ombudsman Service (FOS)

You can

  • write to The Financial Ombudsman Service, Exchange Tower, London E14 9SR
  • call 0800 0234 567 or 0300 1239 123
  • email complaint.info@financial-ombudsman.org.uk

Please note that if the FOS can deal with your complaint you will need to refer your complaint to them within six months of receiving the final response 

This Complaints process does not affect your right of legal action against Builders Direct S.A. or the Mutual

Family legal and Home emergency cover

If your complaint is about Family legal protection or Home emergency cover please contact Customer Services Department, DAS Legal Expenses Insurance Company Limited, DAS House, Quay Side, Temple Back, Bristol BS1 6NH.  You can also telephone 0844 893 9013 or email customerrelations@das.co.uk.

Motor insurance and Motor legal or breakdown cover

If your complaint is about Motor insurance arranged through ERS please follow the complaint process below. For any other Motor insurance or Motor legal or breakdown cover arranged through The Military Mutual please contact us by

  • calling: 0800 0882 284
  • emailing: service@themilitarymutual.com
  • writing to: The Military Mutual Limited, PO Box 993, Portsmouth, PO1 9PS


If you have any reason to complain about your motor insurance policy, or ERS, please contact their dedicated complaints handling department: 


Tel: 0345 268 0279 – 9.00am to 5.00pm, Monday to Friday
Email:  complaints@ers.com
Write to:  Customer Relations Department, PO Box 3937, Swindon, SN4 4GW


Please quote your insurance document number in any communication, which is shown on your certificate of insurance and schedule.  If known, please quote your claim number.

If you remain dissatisfied with the response you receive from ERS, you can refer your complaint to Lloyd’s.  Lloyd’s will investigate and provide a final response.  Lloyd’s contact details are:

Tel: 020 7327 5693
E-mail: complaints@Lloyds.com

Write to: Complaints, Lloyd’s, One Lime Street, London, EC3M 7HA 

Fax:  +44 (0) 20 7327 5225 

Website: www.lloyd’s.com/complaints

If you still you remain dissatisfied following Lloyd’s final response, you can refer your complaint to the Financial Ombudsman Service (FOS). FOS contact details are:

Tel: 0300 123 9123
E-mail: complaint.info@financial-ombudsman.org.uk
Write to: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Website: www.financial-ombudsman.org.uk
TMM HMC V3  3/10/2016

  • calling: 0800 0882 284
  • emailing: service@themilitarymutual.com
  • writing to: The Military Mutual Limited, PO Box 993, Portsmouth, PO1 9PS
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