Complaints
Here at McClarrons, it is our intention to always provide you with the highest possible level of customer service. However, we recognise that occasionally, things can go wrong. If this occurs, we are committed to resolving matters promptly and fairly.
Making a complaint
If you have any concerns about the service you’ve received, we would like the opportunity to investigate these for you. You may contact our team to make a complaint via the following methods:
By post:
Compliance Team
McClarrons Ltd
Unit 1, Northside Business Park
York Road
Malton, North Yorkshire
YO17 7TB
By email: complaints@mcclarroninsurance.com
By phone: 01653 697055
Our commitment to you
We aim to investigate complaints as swiftly as possible, ideally within 3 working days. If it is resolved within 3 working days, we may issue a Summary Resolution Communication letter, confirming that we now consider the complaint to be resolved. We will resolve complaints no later than 8 weeks after they are first raised.
Once your complaint has been investigated, we will issue you with a final response letter, detailing our findings and the outcome of the investigation.
If we consider the complaint to be about another party, we will pass this onto them on your behalf and notify you accordingly; we will still investigate any part of the complaint that may relate to us.
If you remain dissatisfied
Should you find the final response is not satisfactory – or should the complaint not have been resolved within 8 weeks – you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS).
The FOS is an independent organisation that can settle disputes between clients and businesses. You can contact them via the following methods:
By post:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
By email: complaint.info@financial-ombudsman.org.uk
By phone: 0300 123 9 123