Our commitment to you
Mastercover is committed to providing the highest standard of service to its customers. However, should you need to complain, we will do everything possible to ensure your complaint is dealt with quickly and fairly.
How to complain
There are a few things we’ll need from you to find out about the current status of your policy/claim:
- Your policy number. This is the most important of all as it will help us to find your details easily and where possible understand how best to rectify the situation.
- Details of what went wrong. Please give us as much detail as possible. Where necessary please include the dates of your interactions with us and key events which are relevant to your complaint.
- How can we contact you? Just in case we need to speak to you further, please include some contact details and a preferred method of contact (e.g. phone or email).
Give us a call – 020 8236 3600
The easiest way to complain is simply to give us a call us on 020 8236 3600.
The member of staff receiving your call will try to resolve your complaint immediately. If they cannot, or further investigation is required, we promise to inform you of this within five business days.
In the unlikely event that your complaint has not been resolved within four weeks of its receipt, we will contact you and let you know the reasons why and the further action we will take.
Within eight weeks of its receipt we will either issue you with a final response letter detailing the outcome of our investigation and our decision, or a letter confirming when we anticipate to have concluded our investigation.
To email us regarding a complaint, please use the contact link.
When sending emails you should not include any personal, financial or other confidential details as this method is not a secure way of supplying information.
Write to us
If you wish to make a complaint in writing please address this to the Managing Director.
Mastercover Complaints Depatment
2 Oaks Court
Lloyd’s policy holders
If your insurance is provided by Underwriters at Lloyd’s, and you are unhappy with our response, you may be entitled to refer the matter to the complaints team at Lloyd’s. Lloyd’s will investigate the matter and provide a final response. Full details of Lloyd’s complaints procedures are available at www.lloyds.com/complaints.
The Financial Ombudsman Service (FOS)
If you are unhappy with our decision (or one provided by Lloyd’s where applicable), or if we do not complete our investigation within 8 weeks, you may be entitled to refer your complaint to the Financial Ombudsman Service.
The FOS is an independent service for settling disputes between businesses providing financial services and their customers. This service is free to customers.
Please note that if you wish to refer your complaint to the FOS this must be done within 6 months of our final response letter.
The FOS contact details are:
Financial Ombudsman Service
0800 023 4567 or 0300 123 9123
The European Commission has established an Online Dispute Resolution website for purchases made online.
The platform will send your complaint to an Alternative Dispute Resolution Provider (in the UK it will be the UK Financial Ombudsman Service).