In the event that we do not deliver the standard of service you expect from us, your complaint will be dealt with as follows:
- MGI Direct will (where possible) endeavour to resolve your complaint within 3 business days of receiving it. If MGI Direct are able to resolve the complaint within 3 business days of receiving it, the complainant will be sent a summary resolution communication provided the complainant has issued their acceptance.
- If the complaint cannot be resolved within 3 business days. The complaint will be acknowledged in writing within 5 business days of receipt.
- If at 4 weeks the investigation has not been completed a holding response will be issued, explaining the reason for the delay and indicating when within the 8-week limit we will make further contact.
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If at 8 weeks the investigation has still not been completed, the complainant will be advised of the reasons for the further delay and given an indication of when we expect to issue a Final Response. At this stage the complainant will also be advised that they can refer the matter to the Financial Ombudsman Service (FOS) if they are dissatisfied with the delay, and will be provided with the FOS explanatory leaflet.
The Financial Ombudsman Service (FOS) is an agency for arbitrating on unresolved complaints between regulated firms and their clients. Full details of the FOS can be found on its website at www.financial-ombudsman.org.uk - Final Response letters will advise complainants of the outcome of the complaint investigation, and whether the complaint has been rejected, or accepted and, if the latter, how the matter will be corrected.