Old Mutual Complaints Department Contact Details

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In a Nutshell

If you need to contact Old Mutual’s Complaints Department, this guide provides comprehensive contact details and procedures. Discover how to resolve issues effectively by reaching the right department, understanding the complaint submission process, and knowing what to expect in terms of response times. This blog post is an essential resource for addressing any grievances and ensuring your concerns are handled efficiently.

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Table of Contents

1. Why Contact Old Mutual Complaints Department?
2. How to Contact Old Mutual Complaints Department
   • 1. Phone Contact
   • 2. Email Method
   • 3. Physical Mail
   • 4. Online Portal
3. Steps to File a Complaint
4. What to Include in Your Complaint
5. Expected Response Time
6. Internal and External Resources
7. FAQ

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Why Contact Old Mutual Complaints Department?

Reaching out to Old Mutual’s Complaints Department is necessary when facing issues with services like policy discrepancies, claim issues, or service delays. Customers can resolve problems efficiently and ensure satisfaction by reaching the correct department.

Benefits of contacting them include:

• Direct communication with the department equipped to handle your concerns.
• Assurance of professional handling and quick assessment of your issue.
• Gain a better understanding of the processes and anything unclear in your current policy or service.

How to Contact Old Mutual Complaints Department

For efficient handling of your grievances, you can use several methods to contact the Complaints Department.

1. Phone Contact

Communicate over a direct line for immediate concerns.

• Dial 0860 50 60 70 for general inquiries and complaints.
• For international clients, call +27 21 503 1770.

2. Email Method

Using email provides a written record.

• Send your complaints to customerexperience@oldmutual.com.

3. Physical Mail

Traditional mail allows you to document and send comprehensive files.

• Address your mail to:
  The Complaints Department
  Old Mutual
  Mutualpark, Jan Smuts Drive
  Pinelands 7405
  Cape Town, South Africa

4. Online Portal

The portal offers a modern and efficient complaint submission method.

• Visit the Old Mutual Complaints Page to submit complaints via their online form.

Steps to File a Complaint

Ensure your issue is processed swiftly by following these steps:

• Identify and document the issue clearly.
• Collect supporting documents such as policy numbers and correspondence.
• Choose your preferred contact method from the above options.
• Submit the complaint and retain any reference numbers received.

What to Include in Your Complaint

Detailed complaints lead to faster resolution. Include:

• Your details: Full name, contact number, email address.
• Policy or account numbers
• A clear description of your issue.
• Chronological events of how the issue arose.
• Previous correspondence with Old Mutual regarding the issue.

Expected Response Time

Old Mutual is committed to resolving complaints promptly.

• Generally, expect initial acknowledgment within 24 hours.
• A comprehensive resolution plan is typically provided within 14 working days.

Internal and External Resources

• Visit the Old Mutual Complaints Department page for direct links.
• Learn more about various services on Contact Details SA.
• For further assistance, consult the Financial Sector Conduct Authority (FSCA).
• Consider using Consumer Financial Protection Bureau guidelines for general financial grievances.

FAQ

1. What should I do if my complaint is unresolved within the stated time?
   • You should follow up with Old Mutual using your reference number. If necessary, escalate to the FSCA.
2. Can I contact Old Mutual on weekends?
   • The call center operates Monday to Friday, but emails and online submissions can be made anytime.
3. Can someone else file a complaint on my behalf?
   • Yes, with your written authorization and all necessary details.
4. Is there a cost associated with filing a complaint?
   • No, filing a complaint is free of charge.
5. What happens if I am outside of South Africa?
   • Use the international phone line or email to convey your concerns.
6. Does Old Mutual offer a timeline for feedback on complex issues?
   • Complex issues might exceed the general timeframe, in which case you will be informed of extended resolution efforts.
7. How do I know if my complaint is valid for submission?
   • Any dissatisfaction with services or products can constitute a complaint, so provide full context for evaluation.

By following this guide, you equip yourself with the necessary resources to ensure your interactions with Old Mutual’s Complaints Department are both fruitful and efficient.