Complaints Procedure

We strive to always provide the highest standards of service, however, we recognise that sometimes things don’t go according to plan. We take any concerns or feedback you have seriously, and our complaints procedure has been created with the primary objective of dealing with your concerns promptly and fairly. Your feedback also allows us the opportunity to review our internal processes and decision making accordingly.

If you are dissatisfied with any aspect of our service, and wish to make a complaint, please get in touch using the details below and we will ensure a full investigation is carried out and respond to you as soon as we can.

When contacting us regarding your complaint, please quote your name and policy number (as shown on your policy schedule) as well as your Mayday case reference number, in all correspondence. We ask that you give us as much detail about your concerns as possible, including any evidence you feel may be relevant. This will aid our investigation and ensure we can respond promptly.

The process for complaint handling differs depending on your policy. You should still submit your complaint to us in the first instance, however please be aware that the process will be different depending whether your policy is issued by a Lloyds underwriter or not. Please refer to the instructions under ‘Lloyds Complaints Procedure’ if your complaint relates to a Lloyd’s policy. For all other policies, refer to ‘Standard Complaints Procedure’.

Lloyd’s Complaints Procedure

In the first instance, you should submit your complaint to us using the following details:

Complaints Team
Mayday Group Ltd
13-16 Vine Street
Brighton
East Sussex
BN1 4AG

Email: correspondence@themaydaygroup.com

We will acknowledge receipt of your complaint and provide you with a copy of the Lloyd’s leaflet “How We Will Handle Your Complaint”. We will investigate the circumstances surrounding your complaint and will issue the result of our investigation as a Stage One Response within two weeks of receiving your complaint.

Should you remain dissatisfied following receipt of the Stage One Response, or if the Stage One response has not been issued within two weeks, you have the right to escalate your complaint directly to Lloyd’s. You can request Lloyd’s investigate your complaint by contacting them on the following:

Complaints
Lloyd’s
Fidentia House
Walter Burke Way
Chatham Maritime
Kent
ME4 4RN

Tel: (020) 7327 5693
Email: complaints@lloyds.com
Website: www.lloyds.com/complaints                               

Lloyds will investigate your complaint and issue a Stage Two Response. If you remain dissatisfied after receiving your Stage Two Response, you may be entitled to refer the matter to the Financial Ombudsman Service. Lloyd’s will send you a leaflet at an appropriate time, containing further information.

Standard Complaints Procedure

If your policy is not with a Lloyds Underwriter, you should submit your complaint directly to us in the first instance. Please submit your complaint to us using the following details:

Complaints Team
Mayday Group Ltd
13-16 Vine Street
Brighton
East Sussex
BN1 4AG

Email: correspondence@themaydaygroup.com

We will aim to resolve your complaint as promptly as possible, however if we are unable to reach an early resolution, your complaint will be escalated for further investigation by our internal complaints team. Please be aware that complaints related to certain insurance policies will be escalated to the underwriter, who will handle the complaint investigation and contact you directly.

If your complaint is being handled by us, we will formally acknowledge that your complaint has been received and explain the next steps. As part of our investigation we may need to contact other companies involved in your claim.

Our Complaints Team will investigate your complaint and aim to provide the results to you within four weeks of receiving your complaint in the form of a Final Response Letter. If we need more time to investigate at the four week point, we will contact you to confirm that the investigation is ongoing.

Once our Final Response Letter has been issued, or if 56 days have passed since your complaint was received and the letter has not been issued, you may refer your complaint to the Financial Ombudsman Service free of charge if you remain dissatisfied. You must do so within six months of the date of our Final Response Letter or they may be unable to consider your complaint.

You can contact the Financial Ombudsman Service on the following:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567, Monday to Friday 8am-5pm and Saturday 9am-1pm
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk