How to make a complaint
At MCM Insurance Services we aim to do everything we can to ensure our customers receive the best possible service. If our service or that of any of the insurers displayed on our website fails to live up to the high standards you expect, we will do our utmost to resolve your query as quickly and fairly as possible. If you are not happy with our service, we would like to hear about it so we can take action to put things right.
In the first instance, please outline your concerns by email to Debbie McGill, at firstname.lastname@example.org
If you send us an email, it is important that you understand that internet emails are not necessarily secure and information could be intercepted, lost or destroyed.
If you do intend to email us with details of your complaint, please do not include any account information or confidential details.
Alternatively, you can contact Debbie McGill, by post as follows:-
MCM Insurance Services
611 Stretford Road
Debbie McGill should be able to resolve your concerns. She will review the complaint fully and provide a response within two weeks. If this is likely to take longer, she will keep you fully informed of progress.
Our aim is to resolve your concern straightaway, and in most cases, complaints are handled within two weeks. If your complaint is particularly complex it may take longer to resolve, and if, together, we are unable to reach an agreement by the end of four weeks, we will send you a letter giving our reasons for the delay and an indication of what we are doing to resolve the matter.
If we can’t reach agreement with you we will send you a ‘final response’ letter. This letter will clearly set out our position in relation to your complaint.
You will also receive a leaflet explaining your referral rights to the Financial Ombudsman Service.
The Financial Ombudsman Service
Our aim is to resolve all complaints ourselves. However, if you are not satisfied with our suggested resolution, or if four weeks have passed since you first brought your complaint to our attention, you may have the right to refer your complaint to the Financial Ombudsman Service. If you want the Financial Ombudsman Service to look into your complaint, you must contact them within 6 (six) months of the date of any final response letter we have issued.
You can write to the Financial Ombudsman Service at:-
South Quay Plaza,
183 Marsh Wall,
Alternatively, you can phone 0845 080 1800. Further helpful information can be obtained from the Financial Ombudsman website: www.financial-ombudsman.org.uk.
The Financial Services Compensation Scheme
We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme in the unlikely event we cannot meet our obligations to you. This depends on the type of insurance and circumstances of the claim.
Further information about the compensation arrangements is available from the FSCS (www.fscs.org.uk).