How do we continue from here?

Our aim is to provide all of our clients with an excellent level of service. However we recognise that there may be an occasion when you do not feel satisfied with the service you have received from us. We take complaints very seriously and with this in mind we have developed a Customer Complaints Procedure which lets you know how you can get in touch with us and how we will deal with your complaint or issue.

Should you need to make a complaint, please contact our Complaints Manager Michelle Herd using any of the following methods:

In Person

To place your complaint in person, please contact us by telephone first to arrange an appointment. Our telephone number is 01234 242924

In Writing

To place your complaint in writing, please write to:

Mayfair Insurance Mortgage consultants Ltd
Mayfair House
11 Lurke Street
MK40 3HZ

By Telephone

To place your complaint by telephone please give us a call on our telephone number: 01234 242924

By Email

To place your complaint by telephone please send an email to our Complaints Manager Michelle. The email address is:

We will endeavour to resolve your complaint within three business days. However, if this is not achievable, you can be assured that we will deal with your complaint promptly and fairly, in line with our formal complaint handling procedures listed below:

  • Within five business days of receiving your complaint, we will write to you acknowledging your complaint. In this letter, we will provide you with details of who is handling your complaint.
  • We will keep you informed of the progress of your complaint as our investigations proceed.
  • We aim to provide a final response to your complaint within eight weeks of receiving it.
  • When investigating your complaint, we will take into account any financial losses or material inconveniences you have suffered. Our final response letter will set out the reasons for our decision, and we will make it clear to you as to whether we accept or reject your complaint.

If you are in any way dissatisfied with our final response, or if we have been unable to provide our final response to you within 8 weeks of receiving your complaint, you may be eligible to refer the matter to the Financial Ombudsman Service (FOS). The FOS offers a free and independent service for resolving disputes, and you may contact the FOS by:

Calling their consumer helpline at 08000 234 567 (free for people phoning from a “fixed line” (for example, a landline at home) or 0300 123 9 123 (free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02)

Writing to them at Exchange Tower, London, E14 9SR