What counts as a complaint?
We aim to get things right first time, and most of the time we do. When we fall short, a complaint is simply your way of telling us, so we can fix it.
That might be about a policy, a claim, a warranty, or the service you have had from us. Whatever it is, tell us in your own words and one of our team will look into it and keep you updated until it is resolved.
Get in touch if:
- a product or service did not do what you expected
- you were not happy with how something was handled
- you feel you have been treated unfairly
How to tell us
Prefer to write to us? Premier House, Londonthorpe Road, Grantham, NG31 9SN.
Our Complaints Process
- 1
You get in touch
Call us on 01476 514471 or email complaints@markbatesltd.com and tell us what happened.
- 2
We will reply to you
Within 3 working days
We will contact you within 3 days and aim to sort most complaints within this timeframe. If yours is more complex and need more time, we will contact you and keep you updated along the way.
- 3
For more complex issues, we may need more time
Within 8 weeks
If your complaint is more complex, we may need a bit more time. We aim to keep you updated along the way and give you our final decision in writing within eight weeks of the day we receive your complaint.
- 4
If you are still not happy
If you are unhappy with our final decision, or eight weeks have passed without one, you can ask the Financial Ombudsman Service to review your complaint. Their service is free and independent of us.
ADDRESS PHONE Exchange Tower, London, E14 9SR 0800 023 4567 EMAIL WEBSITE complaint.info@financial-ombudsman.org.uk financial-ombudsman.org.uk