We’re here to help

MCE Insurance Limited is committed to delivering an exceptional customer experience at every opportunity.

However, we understand that there may be times when we do not meet your expectations.

We value your feedback, and that’s why we want all our customers to let us know straight away if they’re unhappy. Once we are aware of your concerns, we give priority to resolving the matter as quickly as possible.

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

If you need to make a complaint

We aim to resolve your complaint promptly and objectively. We intend to

  1. Make it easy for you to tell us about your complaint.
  2. Carry out a thorough investigation.
  3. Consider our decision carefully.
  4. Explain our findings to you clearly.
  5. Ensure you are treated fairly.
  6. Learn through our mistakes and take steps to ensure MCE continues to provide the best service possible.

How to make a complaint

If you are dissatisfied with our service, you can contact us by:

  1. Phone – 01933 351 361
  2. Emailinfo@mceinsurance.com
  3. Post – MCE Insurance Limited, Sapphire House, Crown Way, Rushden, NN10 6FB.

To enable us to address your concerns swiftly, please provide us with your name, address, and reference number along with full details of your complaint.

How soon will we deal with your complaint?

One of our team will attempt to resolve your complaint within three business days following receipt.

Should this not be possible, we will aim to resolve (depending on the complexity) or acknowledge your complaint by email within five business days and include a copy of these procedures.

Your complaint will be investigated promptly, impartially, and thoroughly by our Governance Team who will provide you with a full response at the earliest opportunity. If your complaint is particularly complex we may need more time to investigate. If this is the case, we will notify you accordingly.

We have a regulatory obligation to send you a final written response within eight weeks, following the receipt of your complaint.

In the unlikely event that we are unable to resolve your complaint within eight weeks after you first told us about it, we will inform you accordingly by email.

At this stage, we will provide you with the details of the Financial Ombudsman Service. This will enable you to, should you wish, refer your complaint to them if you are dissatisfied with the delay.

We aim to resolve all complaints to our customer’s satisfaction. However, if you are unhappy after receiving our outcome, you may wish to refer the matter to the Financial Ombudsman Service.

You must refer your complaint to the Financial Ombudsman Service within six months of receiving your final response letter. You can contact the Financial Ombudsman Service at:

The Financial Ombudsman Service
Exchange Tower
E14 9SR
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: Financial Ombudsman Service

Further Information

MCE recognise that some customers we come into contact with will be vulnerable in the context of how we interact with them because of their personal circumstances.

If you require any further assistance, please let us know so we can take further steps to help.