How to complain
We do everything we can to handle your claim in a way that best suits you. But if there’s anything you’re not happy about, we’re genuinely interested and we’ll do our best to put it right.
What constitutes a complaint?
Any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant as defined by the Financial Conduct Authority.
Who is eligible to complain?
All complaints regardless of whether the complainant is eligible to complain will be dealt with according to this procedure. However, only eligible complainants can refer their complaint to the Financial Ombudsman Service.
How to complain
We are committed to providing a first class service at all times. However, if a complaint arises we can be contacted by letter, telephone, or email as follows:
The Compliance Officer
Motor Accident Protection Services Ltd
What happens if we receive a complaint?
We will aim to resolve any complaint at the earliest possible stage. However, if we are unable to resolve a complaint by close of business on the third working day following receipt of a complaint we will:
- Within five business days of receiving a complaint, send the complainant a written acknowledgement with details of the person and organisation handling their complaint together with a copy of our complaints handling procedure.
- Investigate the complaint. This will be carried out by a senior member of staff who has authority to offer redress and will ensure complaints are handled fairly, consistently and promptly.
- Within eight weeks of receiving the complaint, send the complainant a written final response which will offer redress (whether or not complaint is accepted) or reject the complaint giving our reasons for doing so.
What next: Eligible Complainants?
If you are dissatisfied with our Final Response, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge but you must do so within six months. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
Contact details are as follows:
The Financial Ombudsman Service, Exchange Tower, London E14 9SR
t. 0800 023 4567
Further information is available on the Financial Ombudsman Service website www.financial-ombudsman.org.uk