MPI Brokers Complaints Procedure

At MPI Brokers we wish to ensure that our customers are treated fairly. If you are dissatisfied with our service, the insurance, or the claims and assistance company you may complain to us.

It is important to us, (and you), that our process for handling your complaint is clear and we will keep you informed of its progress.

The Financial Conduct Authority lay down criteria in the handling of complaints with which we must comply. These are designed to ensure that complaints are handled fairly, consistently and in a prompt effective manner.

You can complain to us by letter or email.  Any complaint regarding the insurance or our service or that of our agents must be sent to the Managing Director MPI Brokers, West House, 19-21 West Street, Haslemere, Surrey, GU27 2AB or email .

How we will deal with your complaint

Once we have received your complaint, we will attempt to contact you within 48 hours. If we are unable to because the complaint needs further investigation, we will acknowledge receipt within 5 working days. The person who will handle your complaint is the Managing Director.

We will attempt to resolve your complaint within 4 weeks. If this is not possible, we will send you an interim response which will tell you why we have not been able to resolve your complaint and tell you how much longer it will take.

If we have not resolved your complaint within 8 weeks, we will write to you giving the reason we are not in a position to make a response indicating a new timetable.

If you are not satisfied with the response  you may complain to the The Financial Ombudsman Service (FOS), Exchange Tower,  London E14 9SR, email or telephone 020 7964 1000

Alternatively, if you purchased your insurance online, please note that you can, if you wish, also submit your complaint via the Online Dispute Resolution (ODR) Platform set up by the European Commission. This service has been set up to help residents in the European Union (EU), who have bought goods or services online, get their complaint resolved. You can access the ODR Platform by clicking on the following link: http://ec.europa.eu/consumers/odr/

This does not affect your right to submit your complaint following the process above. Please note that under current rules the European Commission will ultimately redirect your complaint to the Financial Ombudsman Service (FOS).

We would like to restate that MPI Brokers takes all complaints extremely seriously. We will strive to ensure that they are dealt with in a fair and equitable manner and that a satisfactory conclusion is reached.