Complaints

We aim to provide all our customers with a high standard of service and customer care. This is particularly important when dealing with any complaints, which we are committed to resolving as quickly as possible.

How to make a complaint

If your complaint relates to some aspect of the sale of your policy please contact the broker or financial advisor that sold the policy to you.

If your complaint relates to any aspect of administration or claim, please contact MMS at:

MMS
Melbourne House
Melbourne Street
Farsley
Pudsey
Leeds
LS28 5BT

E-mail: complaints@mms-uk.com
Telephone: 0113 2558611
Fax: 0113 2393160

We will acknowledge and record your complaint and try to resolve it by the the close of business on the third working day following receipt.

Should you remain dissatisfied with our response you are entitled to refer your complaint to your insurer.

If your insurer has not resolved your complaint within 8 weeks or you remain dissatisfied with their response you may, if you wish, refer your complaint to the Financial Ombudsman Service (FOS).

The FOS is a free independent service in the UK for settling disputes between consumers and businesses providing financial services.

You can refer your complaint to the FOS at any time, but they will need agreement from your insurer to investigate complaints where:

• Your insurer has not had the opportunity to put things right
• Your insurer has not exceeded the 8 week timescale and has not yet issued their final response

If you decide to refer your complaint to the FOS, after your insurer has issued their final response, you should do so within 6 months of the date on their final response letter.

The FOS’s contact details are as follows:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Email: complaint.info@financialombudsman.org.uk
Telephone: 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)
Website: www.financial-ombudsman.org.uk