Website Terms & Conditions
Treating Customers Fairly (TCF)
MB&G is committed to the rules and general principles of the FCA and has close links with its clients. We have excellent recording and administrative systems and regularly review staff competence. It is our belief that all of the above embodies TCF. On an ongoing basis, we have the advantage of using external consultants who assess our strengths and weaknesses in terms of TCF.
If a customer requires information, we will be open and responsive to their request, replying in a timely manner. We will be mindful of the need to review customer information to ensure its accuracy and to comply with the Data Protection Act. This will enable us to respond fairly to our customers in the unfortunate event of a customer dispute. At all times we will ensure that client data remains confidential.
How we use your information
We use and analyse your information to keep in touch with you and to supply and improve our products and services. We may also use your information to tell you about products and services that we think may interest you. Sometimes we’ll combine and anonymise this information so you won’t be identified.
In particular, this means using your information to:
- Manage a claim and help you to manage your claim.
- Get in touch with you (e.g. if we need to tell you about any problems with a service).
- Keep your data secure, detect and prevent fraud and money laundering.
- Look into any complaints or questions you may raise.
- Improve our (and any third party) products and services.
- Send you information about our products and services (or those from selected third parties we think you’d be interested in) by phone, email or other ways.
For some of this marketing activity we may need your specific consent and, in those circumstances, we will only send you messages if you have agreed to receive them. You can check and update your current preferences, including consent at any time by contacting us.
We are allowed to use your information in these ways and share the information as described below because:
- We need to in order to fulfil our contractual obligations and also to manage your account with us.
- We need to use some of your information to comply with legal and regulatory obligations.
- Some of our use of your information is necessary for our legitimate business interests e.g. administering a claim.
- You have given your consent to us using your data in a particular way. You can opt out of this at any time by contacting us.
How we share your information
In connection with the purposes described above, we may share your information with others such as:
- Other companies in the Aros Holdings Group. This includes but is not limited to, MB&G Direct, Goldshield, MyCoverPlan, WLM, their respective partners, agents and sub-contractors.
- Insurance and warranty providers when you take out a policy or have a claim administered through us.
- New or prospective partners of MB&G Insurance Services Limited.
We might also share your information:
- With any public authority or law enforcement agency (if they ask for it and are entitled to receive it).
- To comply with law or regulations, or for possible legal proceedings.
- If you give us personal information that’s wrong or we find out (or think) you’re responsible for fraud. In these circumstances we might share your information with third parties such as law enforcement agencies, credit reference agencies and other affected third parties.
- If one of our partners who are processing information for us are compelled to do so by law.
- If there’s an emergency and we think you or other people are at risk.
Disputes and Complaints Handling
We already have in place a written complaints procedure that every member of staff has read and understood. It is important that disputes are handled sympathetically and that we are open and honest about our mistakes. We recognise that a well-handled complaint can prevent a potentially difficult situation escalating and can ultimately retain customer loyalty..