Speak to your Newcastle team
Tell us what needs
to be put right.
If you are unhappy with a service, membership enquiry or your experience with Mosaic Newcastle, please contact our team and explain your concern.
How to raise a concern
You can start by calling our 24/7 contact number. For a written complaint, email the Newcastle team so there is a clear record of the issue and the outcome you are asking for.
If your concern relates to a particular plan, service or previous conversation, mention it so the team can identify the matter.
What to include
- Your name and the best phone number or email address to reach you.
- The package or service involved, where relevant.
- What happened, including the date and any previous contact with the team.
- The outcome you would like, or the question you need answered.
Keep your explanation clear and retain a copy of your correspondence. Ask the team how to send supporting documents securely; avoid including ID numbers, medical information or policy documents in a general website enquiry.
Following up
Ask for a complaint reference or an acknowledgement, and when you should expect an update. When following up, refer to your original message and any reference provided.
If your concern remains unresolved, ask who can review or escalate it and which complaints process applies to your service or membership. For a policy-related matter, ask the team to identify the responsible provider and the applicable escalation contact.
Need immediate funeral assistance?
If someone has died or urgent arrangements are needed, call the 24-hour number.