MCE COMPLAINTS PROCEDURE

Call us on 01933 351361 and ask for Customer Service

Introduction

At MCE Insurance we are committed to delivering an exceptional customer experience at every opportunity however, there may be occasions when you feel that this has not been achieved. Once we are aware of customer concerns or unease, we give priority to resolving the matter as quickly as possible. To assist with this process, we have procedures to ensure that complaints are handled fairly and within reasonable timescales. These procedures are detailed below.

When communicating with you or any other party in relation to a complaint, we will endeavour to use email, where possible. We believe this form of communication assists in resolving matters more quickly.

Any complaints concerning the service provided by your insurance company should be pursued directly with them.

If you wish to make a complaint about our service, please contact our Customer Experience Team on 01933 351 361. We also have a formal complaints procedure, a copy of which is available on request.

Informal Complaints

When MCE are notified of a complaint, our Customer Experience Team will fully investigate the matter. If, during the initial review, we believe we can complete our investigation within 3 days, your complaint will be classified as an informal complaint.

We will contact you by the method we believe to be the most appropriate to inform you of the outcome of our investigation.

Formal Complaints

If we are not able to complete our investigation within 3 days, your complaint will be classified as a formal complaint.

The Governance Team will acknowledge receipt of your complaint as soon as is reasonably practicable. If further information is needed from you, we will contact you by the method we believe to be the most appropriate.

Feedback on the complaints procedure


We always welcome feedback from our customers. If you would like to contact us in relation to our complaints procedure, please do so as follows:

  • Call us on 01933 351361 or speak to us on Livechat
  • Email us at info@mceinsurance.com
  • Write to Customer Service, MCE Insurance, Sapphire House, Crown Way, Rushden, Northamptonshire, NN10 6FB.