MFN Claims Limited Complaints Procedure

At MFN Claims Limited, we are committed to providing the highest standard of service to all our clients. However, if you feel dissatisfied with any aspect of our service, we want to hear from you to address and resolve your concerns promptly.

1. How to Submit a Complaint

You can contact us using any of the following methods:

• Telephone: 0333 305 0999

• Email: [email protected]

• Post: MFN Claims Limited Complaints Team, Hive 365, Astute House, Wilmslow Road, Handforth, Cheshire, England, SK9 3HP

Please provide the following information:

• Your full name and contact details.

• Details of your claim (if applicable).

• A clear description of your complaint, including any relevant dates and supporting evidence.

We aim to resolve complaints as soon as possible and ensure that all complaints are fully investigated. Should we be able to investigate and resolve your complaint within three working days, we will normally acknowledge your complaint within 24 hours and issue you in writing our summary resolution communication by close of business on the third day, which will set out the complaint and how it has been resolved. It will also make you aware of your right to refer the complaint to the Financial Ombudsman Service if you remain dissatisfied. If we are unable to resolve within three working days, your complaint will be logged and actioned as follows:

2. Acknowledgement of Your Complaint

Upon receiving your complaint, we will:

• Acknowledge receipt within five working days.

• Provide you with the name and contact details of the person handling your complaint.

3. Investigation and Resolution

We will:

• Conduct a thorough investigation into your complaint.

• Keep you informed of our progress.

• Aim to provide a final response within eight weeks of receiving your complaint. If we are unable to resolve the matter within this timeframe, we will explain the reasons for the delay and provide an estimated timeline for resolution.

4. Final Response

Our final response will include:

• A summary of your complaint.

• The results of our investigation.

• Our decision on whether your complaint has been upheld.

• Any applicable remedies, such as an apology, corrective action, or compensation where appropriate.

5. If You Remain Dissatisfied

If you are not satisfied with our final response or if eight weeks have passed since you first raised your complaint, you can escalate the matter to the Financial Ombudsman Service (FOS):

• Website: www.financial-ombudsman.org.uk

• Telephone: 0800 023 4567 or 0300 123 9123

• Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR

The FOS is an independent body that resolves disputes between financial service providers and their clients. Please note that you must refer your complaint to the FOS within six months of our final response.

6. Your Rights

Submitting a complaint does not affect your statutory rights. We value your feedback and use it to improve our services for all clients.

MFN Claims Limited

Hive 365, Astute House

Wilmslow Road, Handforth

Cheshire, England, SK9 3HP

T: 0333 305 0999

E: [email protected]

Registered in England and Wales.

Authorised and regulated by the Financial Conduct Authority (FRN: 837972).