Complaints

We learn by our mistakes

We believe the majority of problems can be resolved immediately and to your satisfaction by contacting our Customer Centre, so please don’t hesitate to contact us.

We also have a complaints procedure to deal with any issues that can’t be resolved through the Charter or complaints you may have about the MGM Advantage products you have purchased.

Open correction fluidCustomer Complaints Procedure

  1. We will provide a written acknowledgement of your complaint within five working days of receipt. If your complaint is made by telephone, our acknowledgement letter will state our understanding of your complaint and invite you to confirm its accuracy and correct any points you wish.
  2. If we cannot resolve your complaint within four weeks, we will write to you explaining why and let you know when we will make further contact. We will write to you again if your complaint is still unresolved after eight weeks of initially receiving your complaint. Our letter will explain the reason for the further delay and let you know when we expect to be able to provide a final response. We will also explain what action you may take if you are dissatisfied with the progress of the investigation.
  3. When we have concluded our investigation into your complaint, we will explain our decision in writing. If we have found your complaint:

Proven – The letter will contain an offer of corrective action. This will aim to either place you in the position you were in before the policy was put in place, or compensate you for any financial loss you have suffered. If we offer you more than one option for corrective action, you will be invited to select the one that you consider most appropriate.

If you wish to accept the corrective action offered, we will ask you to confirm your acceptance in writing.

Unproven – We will explain why we consider your complaint is not justified. We always try to resolve problems quickly and amicably but, in the event that you remain dissatisfied, you have the right to appeal to the Financial Ombudsman Service. You will have six months in which to submit an appeal to the Ombudsman if you wish to challenge any aspect of our decision or the corrective action offered.

Need further help?

How to contact the Financial Ombudsman Service

Financial Ombudsman

South Quay Plaza

183 Marsh Wall

London E14 9SR

Tel: 0300 123 9123