How to Complain
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We always aim to provide the highest standard of service. If you are not satisfied with any aspect of the service you have received, please let us know. We take complaints seriously and will do our best to resolve the issue quickly and fairly.
How to contact us
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If you have a complaint, please contact us in the first instance:
MTB Insurance Solutions UK LTD
Address: MTB Protection UK LTD, 5A Legion House, Beaufront Business Park, Anick Road, Hexham, Northumberland, NE46 4TU
Telephone: 07813 957046
Email: helen@mtbinsuranceuk.com
If you remain dissatisfied
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If we are unable to resolve your complaint, or if you prefer, you can refer your complaint directly to our Principal firm:
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PRIMIS Mortgage Network
Customer Resolution Team
Ground Floor, North Wing
Wellington Place
Leeds LS1 4AP
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Telephone: 01908 448000
Email: complaints@primis.co.uk
Financial Ombudsman Service
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If you are still not satisfied once we and PRIMIS have reviewed your complaint, you may be able to refer it to the Financial Ombudsman Service.
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Contact details:
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Telephone: 0800 023 4567 (free) or 0300 123 9123
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Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Important information
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We will always acknowledge your complaint promptly.
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We aim to provide a final response within 8 weeks.
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Full details of the complaints process are available on request.