Our service promise to you
We promise to:
- Provide you with every assistance we can, every step of the way
- Do things when we say we will
- Get the right answers to your questions
- Be clear, transparent and honest in our dealings with you
- Respond to your enquiries and correspondence promptly
- Keep in touch regularly
- Help you with information to choose, buy and manage your business insurance.
Who we are and what we do
MCM Insurance acts as an intermediary, or broker, between you and the insurers whose policies you buy. We can offer our customers a wide range of products and services. As an approved and regulated insurance broker we are able to advise our customers on all aspects of insuring themselves, their assets and their businesses.
The Financial Conduct Authority (FCA) defines ‘advice’ as making a specific, personal recommendation to you and providing an explanation as to why the particular product and/or provider would meet your demands and needs.
If you require advice at any point, please call us on 0161 786 3150, email us at email@example.com or write to us at:
McMorrow Murphy Limited
611 Stretford Road
McMorrow Murphy Limited is authorized and regulated by the Financial Conduct Authority. Our FCA Reference Number is 304919, and our regulatory details can be verified by visiting the FCA’s website at www.fca.org.uk/register, or by telephoning the FCA on +44 (0) 800 111 6768.
Making a claim on your insurance policy
To make a claim under your policy please contact us on 0161 786 3180 or email us at firstname.lastname@example.org
All the insurance companies that provide policies through the McMorrow Murphy Limited website have committed to pay claims, once agreed, within 14 (fourteen) days, and they will separately notify McMorrow Murphy Limited of the payment.
McMorrow Murphy Limited will monitor the performance of its insurance company partners in the handling and payment of claims to its customers. All of our insurance partners provide us with claims statistics and customer experience figures on a quarterly basis.
Where a claim is outstanding for more than a year after notification to the insurance company, McMorrow Murphy Limited, with your and the insurer’s consent, will appoint an independent arbitrator, if you and the insurer are not already engaged in a dispute resolution process.
The independent arbitrator will investigate the claim and decide whether or not it should be paid and in what amount. In the event that you are not happy with the progress or resolution of your claim you can either make a formal complaint (please refer to the ‘How to make a complaint’ section), or you can contact our complaints team on 0161 786 3150 or email us at email@example.com
Cancelling your policy
Once your policy has started, you are obliged to pay for a minimum of 3 (three) months’ cover. In the event that you wish to cancel your policy, any refund amount due to you will be calculated subtracting the first three months’ premium, any commission earned by McMorrow Murphy Limited, and a policy change fee of up to £25.
In the event that you cancel your policy prior to its start date, McMorrow Murphy Limited will refund your payment in full. Your insurer has a right to cancel your policy at any time in accordance with the terms of your policy with them.
Our right to cancel your insurance
If you choose to pay by Direct Debit or any other payment offer, you will be provided with a Consumer Credit Agreement or Instalment Agreement to sign.
You are reminded that it is a term of both agreements that you authorise us to instruct the insurers to cancel your insurance if any direct debit or installment payment, or any other amount due under those agreements, is in arrears and not paid on time.
Should any payments be reclaimed by your bank under the Direct Debit Guarantee, the full balance of premium and associated charges will fall due immediately. If this payment is not made you authorise us to instruct the insurers to cancel your insurance.
If any credit or debit card payments used to pay for your insurance are reclaimed by the card-holders bank, the full balance of the premium and associated charges will fall due immediately. If this payment is not made you authorise us to instruct the insurers to cancel your insurance.
Using the McMorrow Murphy Limited website
You also agree not to:
- use this website to upload or distribute in any way files that contain viruses, bugs, corrupted files, or any other similar software or programmes that may damage the operation of computer hardware or software.
- interfere or disrupt this website or any networks connected to this website.
- use any device, software or routine or attempting to interfere with the proper functioning of this website or any transactions being offered at this website.
- take any action that imposes an unreasonable or disproportionately large load on the McMorrow Murphy Limited Infrastructure.
- use this website to collect or harvest personal information, including, without limitation, financial data and information about partner companies on this website.
- impersonate any person or entity or falsely stating or otherwise misrepresenting your affiliation with a person or entity.
- post any misleading, fraudulent, defamatory, obscene or otherwise illegal information on this website.
McMorrow Murphy Limited reserves the right to deny you access to the website for any reason.
McMorrow Murphy Limited reserves the right to modify or discontinue the services offered under this website at any time.
McMorrow Murphy Limited will not be liable to you or to any third party for any modification or discontinuance of the services offered under this website.
Accessing the McMorrow Murphy Limited website
This website and the insurance products and services offered within it are only intended for use and purchase by UK residents or companies and organisations based in the United Kingdom.
If you choose to access this website from outside the UK, you do so on your own initiative and you are responsible for compliance with any applicable local laws.
If you are accessing this website from outside the UK, local legislation may not permit McMorrow Murphy Limited to provide insurance products for you in your own country.
We will be pleased to confirm the position to you on request if you email us at firstname.lastname@example.org
You should also be aware that communications sent over the internet, such as emails, are not secure unless they have been encrypted. We can accept no responsibility for any non-delivery or corruption or loss of personal information or any communications sent over the internet.
Availability of the McMorrow Murphy Limited website
McMorrow Murphy Limited will take all reasonable steps to ensure that this website is always accessible and will endeavour to keep any disruption to a minimum. We will not be held liable if, for any reason, the website is unavailable for any period.
McMorrow Murphy Limited cannot warrant that this website will be free of viruses or defects of any description and will not be held responsible for any technical problems you may experience as a result of using this website.
The content, product and service information on this website
The descriptions of the insurance products offered through McMorrow Murphy Limited contained in this website are for information purposes only. The information and descriptions provided are not complete descriptions of the insurance product.
Prior to purchase, the insurance policy, which contains the full terms and conditions of the contract you are entering with the insurer, will be made available to you. We strongly advise you to review this document.
We and the organisations providing you with the services and products on this website retain the right to modify our Terms and Conditions, so you should review them each time you use this website.
Links to other websites
This website has certain links, including hypertext links, that lead you to websites or pages that are not under our control. These links are provided for your information and convenience, and the inclusion of any link does not mean that we endorse the website to which a particular link leads.
We have no control over and will accept no liability or responsibility regarding the material or content on external websites. The use of these websites will be governed by their own separate Terms and Conditions and privacy policies.
If you decide to access any of the third party websites linked to this website, you do so at your own risk.
Copyright and Trademarks
Copyright of the public parts of this website belongs to McMorrow Murphy Limited. This includes all design, text, graphics and the selection or arrangement of them, including the get-up. None of this material may be used, sold, licensed, copied or reproduced in whole or in part in any manner, or form, in any media, by any person, or entity, without our express prior written consent or that of the stated owner of that material.
This website may not be used for any purpose other than: 1) obtaining information about McMorrow Murphy Limited or insurance companies referred to on our website.
You can copy electronically and print hard copy portions of this website solely for the purpose of getting a quotation, buying or administering an insurance product from McMorrow Murphy Limited. You must not attempt to imply ownership of or association with the material contained in this website unless you have agreement from us in writing first.
You may print out copies of the pages in this website for private use only but must not change or edit in any way the format or content of such printed material. You must not remove any copyright or trademark information from material printed from this website. Any other use of materials on this website without our prior written permission is strictly prohibited.
You may not provide links to this website from external sources or include this website in part or whole within an external website without first obtaining our written permission to do so.
Our Intellectual Property rights
All information, trademarks and material including data, images, text and audio on the website, is the property of McMorrow Murphy Limited and/or its licensors and is subject to copyright.
You are entitled to view, copy and print any documents from the website, but only for your own use. Any sale, transmission or redistribution of the website or its content, and any copying, modification or other use of the website or its contents for any purposes other than your own use, are strictly prohibited.
We are committed to providing you with exceptional levels of service and customer care however, we do recognise that occasionally things do go wrong.
As part of our commitment to customer service excellence, we take complaints seriously. If at any time you have a complaint about the service provided, please contact:
McMorrow Murphy Limited
611 Stretford Road
What we will do
Our complaint investigation will follow all regulatory rules and guidelines, and the minimum standard you should expect from us is as follows:
We will endeavour to resolve your complaint within 3 working days of receipt and subject to your agreement that we have resolved this matter to your satisfaction we will issue you with a summary resolution letter confirming the matter has been closed and the agreed action we have/will be taking to resolve.
If we are unable to resolve your complaint by close of business on the third working day we will send you a written acknowledgement within 5 working days after receiving your complaint. This will tell you who is dealing with the matter, their job title and when you may expect their response.
Keeping you informed
No later than 4 weeks from us receiving your complaint we will confirm in writing whether we:
a) accept the complaint, issue our final response letter confirming what steps we will/have taken to resolve the matter, or
b) have been unable so far to resolve the complaint and provide the reason why e.g. that our investigations are ongoing. We will also tell you when you should expect a further response, or
c) reject the complaint and issue our final response letter giving a full explanation of our reasons.
Providing our final response
No later than 8 weeks from receiving your complaint we will either:
a) provide you with our final response letter accepting or rejecting your complaint. If rejecting we will give you a full explanation of our reasons, if accepting we will confirm what steps we will/have taken to resolve the matter, or
b) if matters still remain unresolved, we will provide you with an appropriate update.
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).
How we use your information and keep it safe
We are committed to maintaining your privacy and have a legal duty under the Data Protection Act to protect any information we collect from you.
In order to use the products and services offered at this website, you must provide certain current, complete, and accurate information about yourself as part of the quotation and site registration process. You will also need to maintain and update this information as required to keep the information current, complete and accurate.
You warrant that the data you provide is accurate and current, and that you are authorised to provide the data. If any registration data that you provide is untrue, inaccurate, not current or incomplete, McMorrow Murphy Limited retains the right, in its sole discretion, to suspend or terminate your account and rights to use the products and services.
You must not use the website in any way that causes or is likely to cause access to be interrupted or impaired in any way, and you acknowledge and agree that you are responsible for electronic communications sent from your computer.
Recording our correspondence with you
All communication with McMorrow Murphy Limited, whether by email, instant message, telephone or otherwise may be recorded or monitored to improve our service and for security and regulatory purposes. By using the communication methods we have provided, you are consenting to the recording or monitoring of our communications with you.
Our liabilities to you
Whilst McMorrow Murphy Limited take care to ensure that the general information, other than the product information which is the responsibility of insurers and service information which is McMorrow Murphy Limited responsibility, contained in this website is accurate and up to date, we make no representations or warranties whatsoever about the accuracy, completeness, reliability or suitability for any purpose of the information and related graphics published in this website.
Nothing shall exclude or restrict our obligations under the Financial Services and Markets Act 2000 or any other current or future Financial Services legislation.
We are not providing any legal, accounting or other professional advice or opinion on any specific facts or matters. None of our directors, employees or agents will be liable for any damages arising out of or relating to the use of this website or the information contained therein.
This is a comprehensive limitation of liability that applies to all damage of any kind, including (without limitation), compensatory, direct, indirect or consequential damages, loss of data, income or profit, loss of or damage to property and third party claims, save that nothing shall exclude or restrict liability for death or personal injury resulting from our negligence, or that of our directors, employees or agents.
You will indemnify and hold harmless McMorrow Murphy Limited and its shareholders, affiliates, employees, agents, successors, officers, and assigns, from any suits, losses, claims, demands, liabilities, costs and expenses (including legal and accounting fees) they sustain or incur arising from or relating to your negligent and/or illegal use of the McMorrow Murphy Limited website and the products contained therein.
This does not affect your statutory rights in respect of any products that you purchase from our website.
Our rights under the terms of our agreement with you
The rights and limitations in this agreement are for your benefit and for the benefit of McMorrow Murphy Limited. Any person who is not a party to this agreement has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement.
You are not permitted to assign any of your rights under this agreement without the prior written consent of McMorrow Murphy Limited.
You may not issue press releases or make any public statement regarding your use or participation in the website without the prior written permission of McMorrow Murphy Limited.
No agency, partnership, joint venture, employee-employer or franchisor-franchisee relationship between you and McMorrow Murphy Limited is intended to be or is created by this agreement.
The laws of England and Wales govern this agreement, and you and McMorrow Murphy Limited agree to submit to the exclusive jurisdiction of the courts of England and Wales.
Any waiver of any right or provision of this agreement will be effective only if agreed in writing by McMorrow Murphy Limited. The failure of McMorrow Murphy Limited to exercise or enforce any term or condition shall not constitute a waiver of that term or condition.
If any provision of this agreement is found by a court of competent jurisdiction to be invalid, the parties nevertheless agree that the court should endeavour to give effect to the parties’ intentions as reflected in the provision, and the other provisions of this agreement shall remain in full force and effect.
We shall not be liable to you for any breach of these Terms and Conditions or any failure to provide or delay in providing any of the products and services available through this website resulting from any event or circumstance beyond our reasonable control including, without limitation, strikes, lockouts and other industrial disputes, breakdown of systems or network access, fire, explosion, accident, insurrection and war.