Complaints Procedure

1. Our commitment

Acies MGU is committed to providing a high standard of service. If you are unhappy with any aspect of the service you have received, we want to hear about it and will do our best to put things right.

Acies MGU is a trading name of Acies Management Holdings Limited (company no. 11136744), authorised and regulated by the Financial Conduct Authority (FRN 830581). We handle all complaints in accordance with the FCA’s Dispute Resolution rules (DISP).

2. Who can complain

You are eligible to make a complaint if you are an eligible complainant as defined by the FCA. This includes:

• Individual consumers and policyholders.
• Micro-enterprises (fewer than 10 employees and annual turnover or balance sheet total not exceeding €2 million).
• Small businesses (annual turnover below £6.5 million and fewer than 50 employees, or balance sheet total below £5 million).
• Charities with annual income below £6.5 million.
• Trustees of trusts with net asset value below £5 million.

3. How to complain

You can submit a complaint through any of the following channels:

• Email: hello@aciesmgu.com
• Post: Complaints, Acies MGU, 71 Fenchurch Street, London EC3M 4BS

Please include your name, contact details, policy or reference number (if applicable), a description of your complaint, and the outcome you are seeking.

4. Our complaints handling process

When we receive your complaint, we will follow this process:

• Acknowledgement: we will acknowledge your complaint promptly, normally within five business days of receipt.
• Investigation: we will investigate your complaint thoroughly and fairly. We may contact you for further information during this process.
• Final response: we will send you a final response letter within eight weeks of receiving your complaint. This will set out our findings, whether we uphold or reject the complaint, and any remedial action or redress we are offering.

If we are unable to provide a final response within eight weeks, we will write to you explaining why and tell you when you can expect a response. We will also inform you of your right to refer the matter to the Financial Ombudsman Service.

5. Financial Ombudsman Service

If you are not satisfied with our final response, or if eight weeks have passed since you first complained and you have not received a final response, you may refer your complaint to the Financial Ombudsman Service (FOS). You must do so within six months of our final response.

The Financial Ombudsman Service is a free, independent body:

• Telephone: 0800 023 4567 (free from landlines and mobiles) or 0300 123 9123
• Email: complaint.info@financial-ombudsman.org.uk
• Website: www.financial-ombudsman.org.uk
• Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR

6. Lloyd’s complaints

If your complaint relates to a policy underwritten at Lloyd’s and you are not satisfied with our response, you may also refer your complaint to Lloyd’s. Lloyd’s will investigate the matter and may make a final determination.

• Email: complaints@lloyds.com
• Telephone: +44 (0)20 7327 5693
• Post: Complaints, Lloyd’s, One Lime Street, London EC3M 7HA
• Website: www.lloyds.com/complaints

If Lloyd’s is unable to resolve the complaint to your satisfaction, you may still refer the matter to the Financial Ombudsman Service.

7. Contact

If you have any questions about this complaints procedure, contact hello@aciesmgu.com.