| Complaints Procedure |
At Mount Grace Insurance Company we are committed to providing the highest standard of customer service to you and all of our customers. The aim of the company is to ensure that your needs are put first.
If you feel that we have not lived up to our promise, we want to hear from you.
Letting us know that you are unhappy with the service you receive is the best way of ensuring that we have the opportunity of putting matters right for you and improving our service in future for you and all of our customers. |
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| How to Make a Complaint. |
Our staff are the best placed to receive your complaint and to work with you to resolve it. You can share your concerns with them in person, by phone, by letter or e-mail: |
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Wendy
Towler
Mount Grace Insurance Company
Wansbeck Business Centre
Rotary Parkway
Ashington
Northumberland
NE63 8QZ
Telephone: 01670 528295 |
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| What You Need to Provide |
To help us investigate and resolve your complaint as quickly as possible it would be helpful if you could provide the following information:
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Your name and address.
Your reference number.
A daytime telephone number where we can contact you.
A clear description of your complaint.
Details of what you would like us to do to put it right. |
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| What Happens Next? |
Once you’ve contacted us we will do our best to resolve your complaint as quickly as possible - by the next day if possible – but if we can’t we will: |
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Provide a written acknowledgement of your complaint within five working days.
Give you the details of who is handling your complaint and how to contact them |
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| If Your Still Unhappy |
If you are still unhappy, and your complaint is regarding the consumer credit or insurance activities you can request a review by the Financial Ombudsman Service.
This organisation was set up by the Financial Services Authority to consider unresolved disputes between businesses that hold a consumer credit licence and their customers and is entirely independent.
They can be contacted at: |
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