Complaints Procedure

We are committed to providing products and services to the very highest of standards. If you feel that we haven’t at any time lived up to your expectations, we would like to know so that we can put things right for you and improve our service for everyone. We have two types of business, regulated and non-regulated. In relation to this procedure, for our regulated business we have taken into mind the policies and practices of the Financial Services Authority and the Financial Ombudsman Service who are the regulatory bodies of the Financial Services industry. This policy is reviewed on an annual basis and updated accordingly.

How to Communicate With Us

The best way to communicate with us regarding a complaint is by writing to us. This correspondence should be sent either by email to sarah@massow.co.uk or by letter to: Compliance Manager, Massow’s Ltd. 52 Hoxton Square, London N1 6PB. If you are sending email to us please be conscious of not including confidential information in this email.

Information We Need From You

To resolve your complaint we will need the following information from you:

• Your name and address.
• A daytime telephone number, and any times you would prefer us to contact you.
• Details of what you are concerned about, including policy numbers and references/copies of any relevant letters and policies.
• How you feel you would like us to resolve the complaint for you.

We will usually reply to you in writing by post, especially if we need to refer to confidential information or send you important documents, so please allow us the time to do this appropriately.

How We Handle Your Complaint

Once you have contacted us we will do our best to resolve your complaint immediately; however in some circumstances we may need more time to complete our investigations properly – if this is the case then we will:

• Write to you to let you know who will be handling your complaint.
• Provide you with a reference number for your complaint.
• Give you an indication of how long our investigations will take and when we expect to respond to you.
• Keep you regularly updated with our progress.

Our investigations are handled as quickly as possible, however in some circumstances we are reliant on third party organisations (normally policy providers) responding to us, and we have no control over the length of time they take. If we think our investigation will take more than eight weeks from the point of your original contact with us, we will provide you with a written update on our progress.

If You Are Still Not Happy

For all types of business, we will write to you with the findings of our investigation, our conclusions and any steps we intend to take as part of the resolution process. If for any reason at all you are not happy with the response we have provided, please let the people (or team) who handled your complaint know so that we can have the opportunity to see if there is anything further we can do. Once we are satisfied that we have considered all aspects of your complaint, we will send you our final response. For non-regulated business, if you have any further comments or concerns you can write to our Chief Executive Officer at Massow’s Ltd. 52 Hoxton Square, London N1 6PB. For regulated business, you are entitled to contact the Financial Ombudsman Service at any point during this process, however they will only step in once we have had the opportunity to investigate matters for you and respond.

Taking Your Complaint Further

The Financial Ombudsman Service offers a free and independent service to customers, to help them resolve disputes with financial organisations in relation to regulated business. They will only step in once we have had the opportunity to investigate the situation and respond to you, so please contact us first so we can do all we can to help you. If you are not satisfied with our final response, or if eight weeks have passed since you first let us know of your complaint, you can ask the Financial Ombudsman Service to review your complaint and assist you. You can contact the Financial Ombudsman Service in the following ways: By writing to them at: The Financial Ombudsman Service, South Quay Plaza, 138 Marsh Wall, London E14 9SR. Or by telephoning them on: 0800 234 567 Or by email to: complaint.info@financial-ombudsman.org.uk

Finally

We do value our customers, and will make every effort to resolve any complaints you have with us directly with you. If you have any further comments or concerns you can write to our Chief Executive Officer at Massow’s Ltd. 52 Hoxton Square, London N1 6PB.