Complaints Procedure

1. Our Commitment to Customer Service

At MortgarNGZ Insurance, we are committed to providing excellent customer service and handling all complaints fairly, promptly, and transparently. We understand that sometimes things don't go as planned, and when that happens, we want to put things right quickly and efficiently.

Our Service Standards

We strive to provide clear, accurate information about our insurance products and services. Our team is trained to handle enquiries professionally and courteously, and we maintain detailed records of all customer interactions to ensure consistency and quality. We believe that good customer service is not just about resolving problems, but about preventing them from occurring in the first place.

Our customer service standards include responding to enquiries promptly, providing clear explanations of policy terms and conditions, and ensuring that all communications are easy to understand. We regularly review our processes and procedures to identify areas for improvement and ensure that we continue to meet the evolving needs of our customers.

When things do go wrong, we take full responsibility for our mistakes and work quickly to remedy any problems. We view complaints as valuable feedback that helps us improve our services and prevent similar issues from occurring in the future. Every complaint is taken seriously and investigated thoroughly.

Types of Complaints We Handle

We handle complaints about all aspects of our service, including policy sales, customer service, claims handling, billing and payment issues, website functionality, and any other aspect of your experience with us. Whether your complaint relates to our own services or those provided by our insurance partners, we will work to ensure it is resolved satisfactorily.

Common types of complaints include dissatisfaction with policy terms or pricing, delays in processing applications or claims, poor customer service experiences, technical issues with our website or systems, and concerns about how personal information is handled. We are equipped to handle all types of complaints and will work with relevant parties to achieve resolution.

We also handle complaints on behalf of our insurance partners where appropriate, serving as a single point of contact to simplify the complaints process for our customers. In cases where we cannot directly resolve an issue, we will coordinate with the relevant insurance company to ensure your complaint is handled appropriately.

Free and Fair Process

Our complaints procedure is completely free of charge, and we will never penalise you for making a complaint or charge you any fees for investigating and resolving complaints. Making a complaint will not affect your current insurance coverage or your ability to obtain insurance from us in the future.

We handle all complaints fairly and objectively, without bias or prejudice. Our complaints team is independent from our sales and customer service teams to ensure that complaints are reviewed impartially. We maintain detailed records of all complaints and their resolution to demonstrate fair treatment and continuous improvement.

We are committed to transparency throughout the complaints process and will keep you informed of progress at every stage. If you are not satisfied with our initial response, you have the right to escalate your complaint internally and, if necessary, to external authorities for independent review.

2. Stage One: Initial Contact and Resolution

The first stage of our complaints procedure involves contacting our customer service team, who are often able to resolve issues quickly and efficiently. Many complaints can be resolved at this stage through direct communication and prompt action to address your concerns.

Contacting Our Customer Service Team

You can contact our customer service team by telephone, email, or through our website contact form. Our team is available during normal business hours and will aim to acknowledge your complaint within one business day. We recommend calling our customer service line for urgent matters, as this often allows for immediate resolution.

When contacting us, please provide as much detail as possible about your complaint, including your policy number, relevant dates, and any supporting documentation. The more information you can provide, the more quickly we can investigate and resolve your concerns. Our customer service representatives have access to your account information and can often address issues immediately.

Our customer service team is empowered to resolve many types of complaints on the spot, including billing corrections, policy adjustments, and service recovery measures. They can also escalate complex issues to specialist teams while keeping you informed of progress and expected resolution timescales.

Immediate Resolution

Many complaints can be resolved immediately during your initial contact with us. Our customer service representatives have the authority to make policy adjustments, process refunds, arrange call-backs from specialists, and implement other resolution measures without requiring approval from senior management.

If we can resolve your complaint during the initial contact, we will confirm the resolution in writing within five business days. This confirmation will outline the steps we have taken to address your concerns and any ongoing actions required. We will also ask for your feedback to ensure that you are satisfied with the resolution.

Even when complaints are resolved quickly, we use this feedback to identify trends and potential improvements to our services. Immediate resolution helps us maintain customer satisfaction while also providing valuable insights into areas where we can enhance our processes.

When Issues Require Further Investigation

Some complaints require more detailed investigation or coordination with third parties such as insurance companies or service providers. In these cases, we will acknowledge your complaint immediately and provide you with a realistic timeframe for resolution based on the complexity of the issue.

We will assign a dedicated case manager to investigate your complaint thoroughly and keep you updated on progress. The case manager will coordinate with all relevant parties, gather necessary information, and work towards a fair resolution. You will receive regular updates at least every ten business days until the matter is resolved.

During the investigation process, we may need to request additional information from you or ask for your cooperation in resolving the matter. We will explain clearly what information is needed and why, and we will work within reasonable timeframes to avoid unnecessary delays.

3. Stage Two: Formal Complaints Process

If your complaint cannot be resolved through our initial customer service process, or if you are not satisfied with the proposed resolution, you can escalate your complaint to our formal complaints department. This stage involves a thorough, independent review of your complaint by senior staff members.

Escalating Your Complaint

You can escalate your complaint by contacting our complaints department directly, either by telephone, email, or in writing. You should escalate your complaint within a reasonable timeframe, typically within four weeks of receiving our initial response, to ensure that we can investigate the matter effectively while information and records are still current.

When escalating your complaint, please provide details of your original complaint, the response you received, and why you remain dissatisfied. Include any additional information or documentation that supports your position. Our complaints department will review all previous communications and may contact you for clarification or additional details.

We will acknowledge receipt of your escalated complaint within two business days and assign a senior complaints handler to review the matter. This handler will be independent from the team that handled your original complaint to ensure objectivity and fairness in the review process.

Independent Investigation

Our complaints department will conduct a thorough, independent investigation of your complaint, reviewing all relevant documentation, speaking with staff members involved, and examining our policies and procedures. This investigation is conducted by senior staff members who have the authority to implement comprehensive resolution measures.

The investigation will consider whether our original response was appropriate, whether we followed correct procedures, and whether the proposed resolution was fair and reasonable. We will also assess whether any systemic issues contributed to the complaint and what steps can be taken to prevent similar problems in the future.

During the investigation, we may contact you for additional information or to discuss potential resolution options. We value your input throughout this process and will consider your preferences when determining the most appropriate way to resolve your complaint.

Final Response

We will provide you with a final response within eight weeks of receiving your original complaint. This response will be in writing and will include a clear summary of your complaint, details of our investigation, our findings, and any actions we will take to resolve the matter.

If we uphold your complaint, our final response will outline the specific steps we will take to put things right, including any compensation or service recovery measures. If we do not uphold your complaint, we will explain our reasoning and provide information about your right to refer the matter to external authorities.

Our final response will also include information about the Financial Ombudsman Service and your right to refer your complaint to them if you remain dissatisfied. This referral right is available free of charge and provides independent review of complaints that cannot be resolved through our internal process.

Compensation and Remedies

When we uphold complaints, we consider various forms of remedy depending on the nature of the complaint and its impact on you. This may include financial compensation for direct losses, service credits, policy adjustments, or other measures designed to put you back in the position you would have been in if the problem had not occurred.

We also consider non-financial remedies such as apologies, improved service delivery, staff training, or changes to our processes and procedures. Sometimes these non-financial remedies are more valuable to customers than monetary compensation, particularly when the complaint relates to poor service rather than financial loss.

Our approach to compensation is fair and proportionate, taking into account the specific circumstances of each case. We follow industry guidelines and regulatory requirements when determining appropriate compensation levels, and we will explain our reasoning when offering compensation or other remedies.

4. External Resolution Options

If you remain dissatisfied after receiving our final response, or if we have not provided a final response within eight weeks, you have the right to refer your complaint to external authorities for independent review. These options are free of charge and provide impartial assessment of complaints.

Financial Ombudsman Service

The Financial Ombudsman Service (FOS) is an independent service that resolves disputes between financial services companies and their customers. If you are eligible, you can refer your complaint to the FOS free of charge within six months of receiving our final response.

The FOS has the power to investigate complaints and make binding decisions on financial services companies. They can award compensation up to £395,000 and can require companies to take specific actions to resolve complaints. Their decisions are binding on companies but not on customers, meaning you retain the right to pursue other options if you disagree with their decision.

To be eligible for the FOS, you must be a consumer, a micro-enterprise employing fewer than 10 people with an annual turnover below €2 million, or a charity with an annual income below £6.5 million. The FOS can be contacted at www.financial-ombudsman.org.uk or by telephone on 0800 023 4567.

Regulatory Authorities

You also have the right to report concerns about our conduct to the Financial Conduct Authority (FCA), which regulates insurance intermediaries in the UK. While the FCA cannot resolve individual complaints, they can investigate firms that appear to be failing to meet regulatory standards and can take enforcement action where appropriate.

The FCA is particularly interested in complaints that suggest systemic problems, poor complaint handling, or serious breaches of regulatory requirements. You can contact the FCA through their website at www.fca.org.uk or by telephone on 0800 111 6768.

If your complaint relates to data protection matters, you may also contact the Information Commissioner's Office (ICO), which regulates how companies handle personal data. The ICO can be contacted at www.ico.org.uk or by telephone on 0303 123 1113.

Legal Action

You always retain the right to seek legal advice and pursue resolution through the courts if you believe you have suffered loss as a result of our actions or omissions. However, we strongly encourage you to use our complaints procedure and the ombudsman service first, as these are generally faster and less expensive ways to resolve disputes.

If you are considering legal action, please note that there may be time limits that apply to certain types of claims. We recommend seeking legal advice promptly if you believe you may have grounds for legal action. Some claims may be covered by legal expenses insurance or other legal support schemes.

We are always willing to engage in constructive dialogue to resolve complaints and will consider alternative dispute resolution methods such as mediation if this would be helpful in achieving a satisfactory outcome for all parties.

5. Learning from Complaints

We view complaints as valuable feedback that helps us improve our services and prevent similar issues from occurring in the future. Every complaint is carefully analysed to identify root causes and potential improvements to our processes, training, or service delivery.

Root Cause Analysis

For every complaint we receive, we conduct a root cause analysis to understand why the problem occurred and what steps can be taken to prevent recurrence. This analysis goes beyond the immediate cause of the complaint to examine underlying systems, processes, and cultural factors that may have contributed to the issue.

Our analysis considers whether the complaint resulted from individual error, inadequate training, unclear procedures, system failures, or other factors. We then develop action plans to address identified causes and monitor the effectiveness of these measures over time.

We share lessons learned from complaints across our organisation to ensure that all teams benefit from these insights. This helps us create a culture of continuous improvement where everyone understands the importance of customer satisfaction and takes ownership of service quality.

Service Improvements

Complaints often lead to tangible improvements in our services, including updates to policies and procedures, enhancements to our website and systems, additional staff training, and changes to our product offerings. We regularly review complaint trends to identify opportunities for broader service improvements.

We maintain a register of service improvements that have resulted from customer complaints and feedback. This helps us track the impact of changes and ensures that we continue to evolve our services in response to customer needs and expectations.

We also use complaint feedback to inform our product development and service design processes. By understanding what causes problems for customers, we can design better products and services that meet customer needs more effectively from the outset.

Reporting and Monitoring

We maintain comprehensive records of all complaints received, including their nature, resolution timescales, and outcomes. This information is regularly reviewed by senior management and reported to our board of directors to ensure that complaint handling remains a strategic priority.

We monitor key performance indicators related to complaint handling, including response times, resolution rates, customer satisfaction scores, and trends in complaint volumes and types. This monitoring helps us identify emerging issues quickly and take proactive steps to address them.

We also provide regular reports to regulatory authorities as required and participate in industry benchmarking activities to ensure that our complaint handling performance meets or exceeds industry standards. Transparency in complaint handling is essential for maintaining customer trust and regulatory compliance.