Complaints and Appeals
Complaints Procedure
Members may raise concerns about membership, contributions, claims, governance or conduct. Complaints are considered fairly, recorded appropriately and escalated through the approved procedure.
This procedure summarises how we will handle complaints. The full procedure forms part of the Society's registered rules and approved policies, which are being drafted and will be published once registration is complete.
The stages
- Written complaint. Submit your complaint in writing to the Secretary, setting out what happened and the outcome you are seeking.
- Internal review. The complaint is recorded and reviewed by the appropriate officers or Directors.
- Written final determination. You receive a written or recorded decision.
- Appeal or mediation. Where applicable, you may appeal or ask for mediation.
- Arbitration or legal recourse. Under the registered rules, unresolved disputes may proceed to arbitration or legal recourse.
If your complaint relates to a claim decision
- Request a written explanation of the decision.
- Submit a written appeal within the permitted period.
- Provide any additional supporting evidence.
- Ask for review by Directors who did not make the original decision, where reasonably possible.
- Use this complaints and dispute-resolution procedure if the matter remains unresolved.
Conflicts of interest
Where a complaint or claim involves a Director or a Connected Person, it will be given independent consideration, and any conflicted Director will not take part in the decision.
How to contact us
Please address complaints to the Secretary at info@mmfbs.uk, or by post to 4 Empress Avenue, Chingford, Waltham Forest, London, E4 8SR. We treat every complaint with confidentiality and respect.