We’re committed to providing a quality service to all our customers. If you feel we’ve let you down or you’ve had an issue with the service we’ve provided, we want to put this right.
If you wish to contact us directly to discuss your concerns or if you have questions concerning your policy, you can contact MB&G by clicking HERE or using the below details:
| Address | Complaints Team, MB&G Insurance Services Limited, Cobalt Business Exchange, Cobalt Park Way, Wallsend, Tyne and Wear, NE28 9NZ |
| [email protected] |
Complaints Procedure
We will acknowledge your complaint within 5 working days of receipt.
We’ll do everything we can to resolve your complaint as quickly as possible, if, for any reason, our investigation is not concluded within 4 weeks, we will write to you informing you that our investigation is continuing and provide you with the reasons for the delay and the date by which we will contact you again. If things do take a little longer, we’ll respond fully within 8 weeks, or explain our position and tell you how long a full response will take.
If you’re not happy with our decision
If you’re still unhappy with the outcome of your complaint, or it has taken longer than 8 weeks for us to issue a full response to you, it may be possible to refer your complaint to the Financial Ombudsman Service (FOS) for their help and advice.
This a free and independent service, but you must refer your complaint within six months of receiving your outcome, or you may lose this right.
You can use their online complaint form, which you’ll find HERE, or you can use the below details to get in contact with them:
| Website | http://financial-ombudsman.org.uk/ |
| Address | Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR |
| [email protected] | |
| Telephone | 0800 023 4567 or 0300 123 9123 |
UNACCEPTABLE BEHAVIOUR POLICY
We will do everything we can to support you and deliver the best service possible. We believe in respectful treatment for both you and us – This means we will not tolerate any threats, abuse or bullying towards any member of MB&G Insurance.
If we do come across any unacceptable behaviour, we’ll complete a thorough review and investigation of what has happened. As a result, it may mean:
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· Restricting the ways that you can speak to us. · Cancelling your policy and not allowing you to buy another one. · Notifying the public authorities. · Taking legal action.
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