If you have an enquiry arising from the sale of your policy, please contact the insurance agent who arranged this policy for you - quoting your policy reference number for ease of reference.
Our aim is to provide you with a high quality service at all times, although we do appreciate that there may be instances where you feel it is necessary to lodge a complaint.
If you wish to make a complaint about your policy, please follow the steps below – noting the relevant contact details for each step.
Step 1:
In the first instance, please direct your complaint to us, the administrator:
Address: MMS, Melbourne House, Melbourne Street, Farsley, Pudsey, Leeds, LS28 5BT
Email: complaints@mms-uk.com
Tel: 0113 255 8611
We will try to resolve your complaint by close of business on the third working day following receipt. If we cannot resolve your complaint we will send the complaint to your Insurer who will investigate the matter further and provide a final response within 8 weeks, although they do aim to respond as quickly as possible.
Step 2:
If your Insurer has not resolved your complaint within 8 weeks or you are not satisfied with their final response, you may have the right to refer your complaint
to the Financial Ombudsman Service. You must do this within six months of receiving their final response letter.
Address: Financial Ombudsman Service, Exchange Tower, London E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
Tel: 0800 023 4567 (calls to this number are free from "fixed lines" in the UK)
0300 123 9 123 (calls to this number are charged at the same rate as 01 and 02 numbers on mobile phone tariffs in the UK).
The FOS is an independent service in the UK for settling disputes between consumers and businesses providing financial services. You can find more information on the FOS at www.financial-ombudsman.org.uk.
Following this complaints procedure does not affect your right to take legal action.