Complaints
mdnationwide's Complaints Procedure
The following procedure will be adopted in the event of a complaint arising about mdnationwide Limited.
Complaints are communications expressing dissatisfaction received from any external party that relates to the following (not exhaustive) list: -
- Products offered by mdnationwide Limited
- Service, or lack thereof, from mdnationwide Limited
- Attitude or demeanor of an employee of mdnationwide Limited
- Service, or lack thereof, from third party service providers to mdnationwide Limited
- Attitude of demeanor of an employee of a third party service provider to mdnationwide Limited
Complaint reviews will be undertaken by mdnationwide Limited employees of Manager level or above. Whenever possible the interview will be undertaken by the Manager of the department that the complaint is directed, however, if the relevant department manager forms part of the complaint then the Manager's immediate supervisor will conduct the review.
Communication
Complaints may be received in person, by telephone or in writing.
If you complain in person: - Full details of the complaint will be recorded during the interview. Your complaint will then be treated as 'in writing' below.
If you complain by telephone: - You may be requested to formalise your comments in writing. Thereafter, complaints will be treated as 'in writing' below.
If you complain in writing to One Globeside, Fieldhouse Lane, Marlow, SL7 1HZ: - following receipt of your written complaint you will be contacted (within five days) to acknowledge receipt of your complaint. Within four weeks of receiving your complaint you will be sent either a final response or a holding response. The holding response will explain why mdnationwide Limited is not yet in a position to resolve the complaint and will indicate when we will make further contact, this will be within eight weeks of the complaint.
By the end of the eight weeks after the receipt of your complaint, mdnationwide Limited will send you either a final response or a response that the firm is still not in a position to make a final response, giving reasons for the further delay and indicating when it expects to be able to provide a final response; and informing you that you may refer your complaint to the Financial Ombudsman Service if you are dissatisfied with the delay and encloses a copy of the Financial Ombudsman Services' explanatory leaflet.
Should you wish to complain to the ombudsman upon receipt of the final response you will need to do so within six months of receiving that final response.
The Financial Ombudsman Service has been set up by law to provide consumers with a free (to the customer) independent service for resolving disputes with financial firms.
Financial Ombudsman Service, South Quay Plaze, 183 Marsh Wall, London, E14 9SR. Tel: 020 7964 1000.