Complaints Procedure

At the NFU we aim to give you the best customer service possible. But if you feel we’ve fallen short of this, please let us know. We’ll work with you to put things right and we’ll always try to use your feedback to improve our service where we can. Our complaints procedure lets you know how to go about making a complaint and how to take it further, if you need to.

If you are not happy with our service please contact us and provide details.

To ensure that we can deal with your complaint in a prompt and efficient manner, you are advised to use the contact details below.

Telephone: NFU Call First on 0870 845 8458

Post: Compliance Department
National Farmers Union Head Office
Agriculture House
Stoneleigh Park
Stoneleigh
Warwickshire
CV8 2TZ

Our objective is to deal with all complaints fairly, confidentially and effectively and to keep you updated on the progress made.

In the majority of cases we will endeavour to resolve your complaint within one working day of you contacting us.

Occasionally, the resolution may take longer, if the nature of the complaint is more complex.

In such an instance we will write to you within five working days to acknowledge your complaint and advise you who will be dealing with the issue.

If we have not resolved your complaint within four weeks we will provide you with an update and an anticipated timescale for conclusion.

In exceptional circumstances, when a complaint is still not resolved after a further four weeks, we will send you a further update to explain why we are unable to send a final response, together with a revised timeframe for resolution.

Once a complaint is resolved we will contact you to confirm our final response with an explanation of the investigations we have undertaken.

If at this point you are dissatisfied with the response to your complaint please contact our Compliance Department via the methods noted above, within 8 weeks of receiving our final response.

If we do not hear from you within 8 weeks of our final response then we will consider the complaint closed.