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How to Complain - Your Protect (a trading style of Mac Fin Finance Limited)

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At Your Protect, we strive to make your experience with us as smooth as possible and greatly value your feedback. We understand that occasionally things may not go as expected, and we encourage you to let us know when they don’t, so we can make improvements.

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I Want to Give Feedback

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If you have feedback on your recent experience with us, please email policy@your-protect.com. Including your contact details helps us reach out to discuss your feedback further if needed. Please avoid sharing any sensitive information, such as security details, in your message.

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I Need Extra Help

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If you need assistance with an ongoing enquiry or application, please contact us via policy@your-protect.com. Be sure to include your contact number so we can follow up by phone. We aim to respond within four business hours. For your security, please avoid including any sensitive information in your email.

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I Want to Make a Complaint

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If you're unsatisfied and would like to make a formal complaint, please let us know. We take all complaints seriously and work hard to resolve them quickly. You can make a complaint using the following options:

  • In writing:
    Complaints Department,
    Your Protect,
    Mac Fin Finance Limited, 10 Leatherline Business Centre, 71 Narrow Lane, Leicester LE2 8NA

  • By email: policy@your-protect.com

  • By phone: 0116 283 5032

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What to Include in Your Complaint

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To help us address your complaint as efficiently as possible, please provide the following details:

  • Your name and address, or reference number

  • A detailed description of your complaint, including how it has impacted you

  • The date the issue occurred

  • Your preferred contact method (e.g., phone number) and a convenient time for us to contact you

 

What Happens Next?

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We aim to resolve all complaints as quickly as possible. Here's what you can expect:

Step 1: Initial Assessment

Once we receive your complaint, we’ll record it and work quickly to resolve it. If we can resolve the matter within three business days, we will send confirmation and notify you of your right to refer the matter to the Financial Ombudsman Service (FOS).

For more complex complaints, we may need additional time to investigate. In such cases, we’ll:

  • Send you an acknowledgment outlining the next steps

  • Provide a point of contact

  • Clarify our understanding of the issue if needed

Step 2: Investigation and Resolution

We will investigate your complaint thoroughly. If more time is needed, we will keep you updated. We aim to send our final response as soon as possible, but the maximum timeframe for resolving a complaint is 56 days.

If we haven’t resolved the matter by then, we will inform you of the next steps, including how to contact the Financial Ombudsman if you wish.

Step 3: Final Response

After our investigation, we’ll send you our final response by post, outlining our findings and resolution. If you're not satisfied with our efforts, the Financial Ombudsman Service can provide further assistance.

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Financial Ombudsman Service (FOS)

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If we’re unable to resolve your complaint to your satisfaction, or if 56 days have passed without a resolution, you can refer your complaint to the Financial Ombudsman Service (FOS). They offer an independent review of your complaint.

You can contact the FOS in the following ways:

 

Please note, some complaints, such as those related to Buy-to-Let mortgages, may not be eligible for referral to the FOS. We will inform you if this is the case when we send you our final response.

 

We encourage you to first allow us the opportunity to resolve your concerns directly, but you are free to contact the FOS at any time. If you choose to wait for our final response, you have six months from its date to escalate your complaint to the Ombudsman.

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