Complaints Procedure
1. Our promise to you
Monmouthshire Insurance Services aims to provide a fast and efficient, friendly, personal service. We believe that we are here to serve you and we endeavour to ensure that our customers are, at all times, totally satisfied with the service they receive. If at any time we fail to live up to these standards or give you any grounds for dissatisfaction then please do tell us. We promise that we will listen sympathetically and do our utmost to resolve any problem or misunderstanding promptly and in a fair and effective manner.
Monmouthshire Insurance Services regards complaints as a positive method of monitoring our procedural and systems performance, as well as our level of customer service and satisfaction.
2. Informing us of any complaint
You may raise a compliant with us in person, by telephone, email or by post. For a speedier initial response, we recommend you tell us in person or by telephone.
Please explain the nature of your problem to a member of our staff, who will try to resolve the problem immediately. If they are unable to do so or do not have the authority to resolve the issue, they will refer your complaint to the appropriate Senior Manager, with a view to resolving the problem immediately. If this is not possible they will arrange for you to be contacted by a Senior Manager at the earliest convenience.
It may be impractical or inappropriate to discuss the problem with a staff member, or your complaint may involve complex issues or legal matters. In these circumstances, please contact our Managing Director direct. Contact may be made by the following means: letter, telephone, e-mail or in person (details are listed at the bottom of the page). Please explain fully the nature of the problem and we will endeavour to resolve it as quickly as possible.
3. How we will deal with your complaint
Any complaint received will be logged on our complaints register. A complete record will be made of the complaint, including all comments made by you the customer, with notes of all conversations including dates and times. The register will include a note of the options available for resolution and the outcome most likely to satisfy you.
If the complaint cannot be resolved immediately or the authority to deal with it is above the level of the member of staff involved, referral will be made to the appropriate Senior Manager. They will determine the method of dealing with the complaint, the appropriate method of response, and the appropriate respondent.
All complaints will be acknowledged by us within five days. We will automatically supply you with a copy of our complaints handling procedures and service standards, unless the complaint is resolved by close of business on the next business day.
Upon resolution, a final written response will be sent to you to inform you that you may refer the complaint to the Financial Ombudsman Service if you remain dissatisfied and that you have six months to do so.
Where the type of complaint is likely to reoccur with other customers, then we will take into consideration any necessary changes to our procedures to prevent future occurrences.
We sincerely hope that you will be satisfied with every aspect of your dealings with Monmouthshire Insurance Services . However, if you are dissatisfied please do contact us. We will listen to your comments carefully, to ensure that we continue to provide a high quality service to all our customers.
The address for notification is:
Managing Director
Monmouthshire Insurance Services
Monmouthshire House
John Frost Square
Newport
South Wales
NP20 1PX
- Telephone: 01633 844 450
- Fax: 01633 844 478
- E-mail: info@mis.co.uk
Our normal business hours for telephone service are:
- Monday - Friday: 9.00am - 5.00pm
