Our goal is to provide excellent service, but we recognise that there may be occasions when you feel we could do better. If that’s the case, please follow the steps below to log your complaint with the relevant parties.

If you are unhappy with any aspect of the service that you receive from us, we would please contact your broker in the first instance, stating the nature of your complaint, the policy and/or claim number.

Alternatively, you can contact us directly at contact@vaultmga.com or please write to:
Vault MGA Ltd70 St Mary AxeLondonEC3A 8BEUnited Kingdom

If more than eight weeks from the date of your complaint have elapsed and you have not received a final response, or you are dissatisfied with the final response you have received from us, you may choose to refer your complaint to:

The Financial Ombudsman ServiceExchange TowerLondonE14 9SRTel: +44 800 023 4567Email: complaint.info@financial-ombudsman.org.ukwww.financial-ombudsman.org.uk
The Financial Ombudsman Service will become involved if you are an eligible complainant as defined by the rules of the Financial Conduct Authority.

If you are a consumer based in the EEA and your complaint has not been resolved to your satisfaction, you may be entitled to refer your complaint to the Ombudsman for Insurances (www.ombudsman.as):Ombudsman van de Verzekeringen de Meeûsplantsoen 351000 BrusselsTel: +32 (0)2 547 58 71Email: info@ombudsman.as.

The existence of this complaints procedure does not affect any right of legal action you may have against Vault MGA Ltd as detailed in your insurance policy.