Complaints

Call us on 01625 682 765, email enquiries@mbinsurance.co.uk or write to Office 4, Charter House, Charter Way, Macclesfield, SK10 2NG.

By working closely with Movo Partnership Ltd we will endeavour to resolve your complaint immediately or within three business days of receiving your complaint. Movo will write to you confirming resolution. However, if we are unable to resolve the complaint immediately or within three business days, you can be assured that we will deal with your complaint promptly and fairly, in line with the formal complaint handling procedures put in place by Movo Partnership Ltd, summarised below:

• Movo Partnership Ltd will write to you within five working days to acknowledge your complaint and provide details of who is handling your complaint.
• Movo Partnership Ltd will keep you informed of the progress of your complaint as our investigations proceed.
• Movo Partnership Ltd aim to provide a final response to your complaint within eight weeks from receipt of your complaint.
• If jointly we cannot provide you with a final response within eight weeks from the date of receipt of your complaint, we will outline the reasons for the delay and provide you with an indication of when you can expect a response.
• When investigating your complaint, we will take into account any financial losses or material inconvenience you have suffered.
• Our final response letter will set out the reasons for our decision and we will make it clear to you whether we accept or reject your complaint.

If you are in any way dissatisfied with our final response, or if we have been unable to provide our final response to you within eight weeks of receiving your complaint, you have the right to refer your complaint to the Financial Ombudsman Service (FOS) free of charge if you are:

• an individual consumer (a natural person acting for purposes which are outside his trade, business, craft or profession);
• (in relation to payment services only) a micro enterprise: an enterprise that employs fewer than ten people and whose annual turnover and/or annual balance sheet total does not exceed EURO 2 million;
• a charity which has an annual income of less than £6.5 million at the time the complainant refers the complaint;
• a trustee of a trust which has a net asset value of less than £5 million at the time the complainant refers the complaint;
• a consumer buy to let customer (i.e. a specific type of mortgage customer);
• a small business (has an annual turnover of less than £6.5 million and employs less than 50 persons or has a balance sheet of less than £5 million);
• a consumer who is a member of any business, charity or trust who is complaining as a beneficiary of a group policy.

The FOS might not be able to consider your complaint if what you're complaining about happened more than six years ago, and you're complaining more than three years after you realised (or should have realised) that there was a problem. If we think that your complaint was made outside of these time limits, we will leave this matter for the Ombudsman to decide. If the Ombudsman agrees with us, they will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances.

If you do decide to refer your complaint to the Ombudsman, you must do so within six months of the date of our final response letter. If you do not refer your complaint to the Ombudsman within six months of the date of our letter, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in exceptional circumstances.

The FOS offer an independent service for resolving disputes and you may contact the FOS by:

• Calling their consumer helpline on 0800 023 4567 (free for people phoning from a "fixed line", for example a landline at home) or 0300 123 9123 (free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02)
• Writing to them at Exchange Tower, London E14 9SR
• Emailing complaint.info@financial-ombudsman.org.uk
• Visiting financial-ombudsman.org.uk

You can read the Financial Ombudsman Service's leaflet 'Want to take your complaint further?' online.

We include a link to this leaflet in our resolution and final response letters. If you'd like a printed copy, let us know and we'll post one to you.