In the first instance please discuss your concerns with your normal point of contact (if appropriate and if you haven’t already done so).  However, if this is not appropriate please register your complaint with the Claims Director in writing or via e-mail.  Please note that there are no charges associated with processing a complaint.

The contact details of the Claims Director are as follows:

The MECO Group
65 Leadenhall St
London
EC3A 2AD

Tel: 020 7702 3928

E-mail: Edward Turner; eturner@themecogroup.co.uk, or in his absence Christopher Else; celse@themecogroup.co.uk

The Claims Director will acknowledge your complaint within one working day.  He will either deal with the complaint directly or delegate the task to a suitably senior and independent person to handle the complaint.  If it is the latter we will inform you of who is dealing with your complaint.

We will endeavour to investigate complaints competently, diligently and impartially.  We will assess fairly, consistently and promptly the subject matter of the complaint, whether the complaint should be upheld and what remedial action or redress (or both) may be appropriate.

If the complaint is not resolved within five working days of receipt of the complaint and warrants further investigation we will notify you that the complaint has not been resolved and we will set out a timescale for our investigations to be completed. (Please note where the complaint is received after 17:30 UK time the working day will commence on the next working day).

We would aim to have fully investigated the matter and to have a detailed response issued to you within 8 weeks of receipt of the complaint (although we would expect to conclude the matter within a shorter period).  In any event we will keep you informed of the progress of your complaint.  If in the unlikely event that the matter has not been completed we will explain why there is a delay and when we are likely to be in a position to issue a final response.

Once the complaint has been fully investigated our response will be one of the following options:

• Accept the complaint and offer compensation if appropriate;
• Reject the complaint, giving full reasons for doing so.

If we do not receive a reply within ten working days of this communication we will assume the response has addressed the matter which shall be deemed closed.

If you are not satisfied with our conclusions you may be eligible to pursue your complaint via the Financial Ombudsman Service (“FOS”). To do this you must fall within the definition of an ‘eligible complainant’.  An ‘eligible complainant’ is defined as:

• a consumer; or
• a micro-enterprise (an enterprise with less than 10 employees and a turnover of less that € 2m); or
• a small business (an enterprise that has a turnover of less than £6.5m, and fewer than 50 employees or a balance sheet of less that £5m).

We will provide you with all the relevant contact information for the FOS.  (The FOS website is www.financial-ombudsman.org.uk)

* The above procedures have no application whatsoever to any dispute, difference or complaint that an assured may have against the underwriters of either product. In any such case the resolution procedures are those set out in the relevant Terms and Conditions for the product concerned.