In some cases, the broker or intermediary who arranged your insurance should be able to resolve any concerns, so please contact them directly.
Alternatively, please contact us at MMA, quoting your policy or claim number.
In writing to:
MMA Insurance plc
2 Norman Place
Reading
Berkshire
RG1 8DA
By telephone on:
Telephone: 0844 902 1000
For BT residential customers, calls will cost no more than 4p per minute.
The price on non-BT phone lines and mobile networks may be different.
By email:
qualityassurance@mma-insurance.com
If you remain dissatisfied once we have dealt with your complaint in accordance with our Internal Complaints Procedure, you can refer your complaint to the Financial Ombudsman Service (FOS).
Please note there are some situations where the FOS is not able to assist, and you must have allowed MMA the opportunity to resolve the complaint before they will review your complaint.
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Telephone: 0845 0801800 or 0207 9640500
For training and quality purposes your telephone call may be recorded.
Website: www.financial-ombudsman.org.uk
Email: complaintinfo@financial-ombudsman.org.uk
Customers are at the heart of MMA’s business and our products and services are designed with this in mind. We aim to treat our customers fairly and consistently and if you are dissatisfied with the handling of any products or service we have provided, we will take your concerns very seriously.
Our employees are empowered to deal with a complaint over the phone, by email or letter. If that person is unable to resolve the issue they will refer the matter to a more experienced colleague for resolution. Your policy documentation contains full contact details; alternatively you can contact us directly.
As we are regulated by the Financial Services Authority, we are required to publish a summary of complaints that we have received.
We feel that being open about the way we handle complaints allows us to treat customers in a way that is transparent, clear and fair.
MMA Insurance plc complaints figures from 1st July to 31st December 2011:
| |
Number of
complaints opened |
Number of
complaints closed |
Complaints closed within 8 weeks (%) |
Complaints upheld by
firm |
| General Insurance and pure protection |
605 |
615 |
93% |
53% |
Context
The 605 complaints received during this period represent 0.047% of the average number of policies in force.
This equates to 3.35 complaints per £1m of annual gross premium income.