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
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday

9:00am - 5:30pm
9:00am - 5:30pm
9:00am - 5:30pm
9:00am - 5:30pm
9:00am - 5:30pm
9:00am - 1:00pm
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.