How to Get in Touch
We want you to get to the right person first time. Choose the cover you're enquiring about to find the contact details you need.
Our Address
Mark Bates Ltd
Premier House
Londonthorpe Road
Grantham
Lincs
NG31 9SN
Opening Hours
Monday to Friday: - 9:00am - 5:30pm
Saturday: 9:00am - 1:00pm
Sunday: Closed
Complaints Procedure
It's always our intention to provide a first class service. Misunderstandings, however, occur . We would prefer to know about the occasional problem than for you to be dissatisfied.
If any problem arises in connection with your policy you can contact us by post, email and telephone. Our contact details are as follows:
General Manager
Mark Bates Ltd
Premier House
Londonthorpe Road
Grantham Lincolnshire
NG31 9SN
Tel: 01476 593887
Email: enquiries@markbatesltd.com
If your enquiry has not been dealt to your satisfaction and you wish to make a complaint please refer to us by contacting:
The Compliance Officer
China Taping Insurance (UK) Company Limited
2 Finch Lane
London
EC3V 3NA
Tel: 0207 8391888
Email: compliance@uk.cntaiping.com
The Compliance Officer will ackowledge the complaint within five business days and also advise you on who will be dealing with your complaint and when you can expect to recieve a detailed response.
Your complaint will be thoroughly investigated and we will respond to it as soon as possible. Within twenty business days we will provide a detailed response to your complaint in writing or, if it is not possible to respond within that time, we will inform you in writing within twenty business days why we have been unable to resolve the complaint within that time, why we need more time to do so and when you can expect to receive our final response.
If we have not completed our investigation within eight weeks after the complaint was made we will write to you and explain why there is a further delay. We will also confirm when we expect to issue our final response and advise you that you may be eligible to refer the complaint to the Financial Ombudsman Service if you are dissatisfied with the delay. Its contact details are
Financial Ombudsman Service Exchange
Tower Harbour Exchange Square
London
E14 9SR
Tel: 0800 023 4567 (landlines)
0300 123 9123 (mobile phones)
E-mail: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Where you are eligible to refer your complaint to the Financial Ombudsman Service you have this right to do so free of charge, but you must do so within six months of the date of our final response. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if it believes that the delay was as a result of exceptional circumstances.
Where you are eligible to refer your complaint to the Financial Ombudsman Service you have this right to do so free of charge, but you must do so within six months of the date of our final response. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if it believes that the delay was as a result of exceptional circumstances.
Yes, a third party can complain on your behalf with your permission.
If you are unhappy with our service we have a complaints procedure, details of which are available on request. You may be able to refer a complaint to the Financial Ombudsman Service (FOS) if you are unhappy with how we deal with your complaint. The FOS website is www.financial-ombudsman.org.uk.