Morton Michel staff

Complaints Process

Morton Michel always aims to get things right first time and we are committed to ensuring that we achieve the highest level of service for our customers. If you feel this hasn’t happened, we would like to hear about it so that we have an opportunity to put things right for you and to improve our service in the future. Your complaint will be reviewed promptly and fairly by an independent party to the complaint itself.

How to complain

If you wish to raise a complaint you can contact us by telephone, email or in writing. Details can be found in your policy documentation or email compliance@mortonmichel.com

To help us investigate and resolve your complaint, please provide the following:

• Your policy number;

• Details of your complaint

• Your contact details and your preferred method of contact - these will help us should we need to discuss your complaint or require further information.

Our process

We will promptly acknowledge your complaint and we will try to resolve your complaint immediately. If this is not possible, we will write to you within 5 days informing you whether further investigation is necessary.

In the event that your complaint has not been resolved within 4 weeks of its receipt, we will contact you again and provide an update; the reasons why and the further action we will take.

If following our investigation and response to you, you are not satisfied with the outcome or we do not complete our investigation within 8 weeks, you can refer your complaint to the Financial Ombudsman Services (FOS). If you receive a final response letter from us and you are dissatisfied with the outcome and you want to contact the Financial Ombudsman Services (FOS) you must do so within 6 months of the date of our final response letter.

Their contact details are shown below, and we will include a copy of the FOS leaflet with our final response letter.

Financial Ombudsman Service

Exchange Tower

Harbour Exchange Square

London E14 9SR

Tel: 0800 023 4567 or 0300 123 9123

www.financial-ombudsman.org.uk

If you have purchased the insurance policy online, you may also raise your complaint via the EU Online Dispute Resolution Portal at ec.europa.eu/consumers/odr/.

020 8603 0900

Monday - Friday 9am - 5pm

Fantastic benefits and discounts for Morton Michel policyholders

Great reasons to insure with Morton Michel

Over 50 years’ experience in childcare insurance

Market leaders in childcare insurance

Family run friendly business

Easy to arrange insurance cover – online quotations available

No call centre, just personal and honest service

Helplines for legal advice, tax and counselling services available 24 hrs a day 7 days a week

Quick and efficient response to any queries and claims

Automatic entry to the Morton Michel ChildCare Club giving you and your staff access to exclusive benefits and discounts

For all your business stationery needs to run your childcare setting effectively