Complaints Procedures

How M&DH Insurance Services Ltd handles complaints:

Our aim is to provide a first class service and to treat our customers fairly at all times, especially when they have cause for complaint. If we have not met the standard you expect, we want to hear about it so that we can put things right.

How to make a complaint:

You can raise a complaint in writing or verbally, in whichever way suits you best:

Any complaint, whether made in writing or verbally, is referred immediately to our Operations Director. Our Operations Director is responsible for making sure your complaint is thoroughly investigated and will be your main point of contact throughout, unless we tell you otherwise.

As soon as a complaint is received:

We will acknowledge your complaint in writing within five working days of receiving it. Our acknowledgement will set out our understanding of your complaint and ask you to confirm that you agree with it. We may also ask you for any further information we need in order to investigate.

We will aim to give you our final response within eight weeks, and will keep you informed if for any reason that is not possible.

While we are investigating:

Our Operations Director will investigate your complaint and aim to respond within four weeks of receiving it. If we cannot complete our investigation within four weeks, we will write to you explaining the reasons for the delay and giving a date by which we expect to be in contact again.

If your complaint relates to the activities or services provided by another party, we will make sure it is forwarded to them in writing, and we will track the progress of your complaint and their response.

After we have investigated the complaint:

As soon as our investigation is complete, our Operations Director will write to you with the outcome, and with the nature and terms of any settlement where one applies. Any compensation we offer will be fair, and we will explain the basis on which it has been calculated.

If we cannot resolve your complaint within eight weeks:

If for any reason our investigation is not concluded within eight weeks, we will write to you again explaining the reasons for the further delay. At that point, if you are not satisfied with our progress, you may be entitled to refer your complaint to the Financial Ombudsman Service.

If you are not happy with our response:

Once we have issued our final response, if you are still not able to settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service for an independent assessment and opinion. Any referral should be made within six months of our final response, or you may lose that right.