We recognise the importance of service and set ourselves high standards.
We do however understand that there may be times when you feel we may not have met your expectations to which we want to know about immediately so that any issues can be resolved quickly.
For the purpose of this procedure, we use the following definition of a complaint, which is “any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of a complainant about the firm’s provision of, or failure to provide, a financial service.”
HOW CAN YOU MAKE A COMPLAINT?
You can make a complaint by contacting us by any of the following means:
In writing to:
The Complaints Officer
MFL Insurance Group Ltd.
By telephone on: 0161 236 2532
By fax on: 0161 236 2583
By email to: email@example.com
If your insurance is provided by Underwriters at Lloyd’s you are entitled to refer the matter to the Complaints team at Lloyd’s. Full details of Lloyd’s Complaints procedures are available at: www.lloyds.com/complaints.
In the event that you wish to make a complaint, you may contact us using the information detailed above.
Should you remain dissatisfied with the response that you receive from us, you may if you wish, refer your complaint to Lloyd’s. Lloyd’s will investigate the matter and provide a final response. Lloyd’s contact details are as follows:
Fidentia House, Walter Burke Way, Chatham Maritime, Chatham, Kent, ME4 4RN
Tel: +44 (0)20 7327 5693
Fax: +44 (0)20 73275225
If you remain dissatisfied after Lloyd’s has considered your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).
The contact details for the FOS are:
The Financial Ombudsman Service,
London E14 9SR.
Tel: 0800 023 4567 (calls to this number are free from “fixed lines” in the UK) or 0300 123 9123 (calls to this number are charged at the same rate as 01 and 02 numbers on mobile phone tariffs in the UK).
If you have purchased your policy online you can also make a complaint via the EU’s online dispute resolution (ODR) platform. The website for the ODR platform is: http://ec.europa.eu/odr
Overall responsibility for this policy is assigned to Lindsey Norris, Compliance Manager. Lindsey will be made aware of all complaints received by MFL Insurance Group Ltd. to ensure that the correct procedures are enforced.
ACKNOWLEDGING YOUR COMPLAINT
If your complaint is relatively straightforward it may be possible to resolve it very quickly. If we are able to resolve your complaint before the end of the third working day after it is received by us, we will send you a ‘Summary Resolution Communication’ promptly, with confirmation of the action we took to resolve your complaint.
In all other cases we will send you a written acknowledgement of your complaint promptly, normally within five working days of receiving it. If you have made your complaint to us verbally, we will confirm to you our understanding of this and ask you to advise us if you do not agree.
INVESTIGATING YOUR COMPLAINT
Your complaint will then be investigated by a senior official of the firm who is not directly or indirectly the subject matter of the complaint and we will not charge you for this work.
In order to reach a fair conclusion, we will review the information available to us, which will include all records on our files along with a report from the individual to whom the complaint relates.
We will endeavour to complete our investigation and reach a conclusion as soon as possible. The length of time this will take will be determined by the complexity of the complaint and the extent of the investigation required. During our investigation we may ask you for additional information to help us to reach a conclusion.
We will keep you updated as to the progress of your complaint and the steps being taken to resolve it. In the unlikely event that we are unable to complete our investigation and issue a final response letter to you within eight weeks of the date of receiving your complaint, we will write explaining why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to make a final response.
If you are an eligible complainant for the purposes of the Financial Ombudsman Service (FOS), we will also inform you that you may at this stage refer the complaint to the FOS if you are dissatisfied with the delay and we will provide you with a copy of the FOS’s explanatory leaflet.