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Complaints Handling

We are committed to providing a high standard of service and learning from the feedback our customers give us. If you are unhappy with any aspect of our products or services, or how we have handled your personal data, please let us know using the details below:  

Magnus Insurance Limited
5400 Lakeside
Cheadle Royal Business Park
Cheadle
Cheshire
SK8 3GQ

Telephone: 0161 822 0088
Email: [email protected]

Some issues may meet the definition of a complaint under the guidelines set by our regulator, the Financial Conduct Authority (FCA).
If this applies, we will confirm this in our acknowledgement letter. We will then follow the FCA’s complaint handling process to ensure your concerns are reviewed appropriately.

We will:

  • acknowledge your complaint promptly
  • assign a dedicated complaint expert to handle your case
  • carry out a thorough and impartial review
  • keep you updated on progress
  • work to resolve the matter as quickly as possible
  • provide a written response within 8 weeks of receiving your complaint, either setting out the outcome or explaining why we’re not yet able to do so

Our aim is always to resolve your concerns fairly. If you’re not satisfied with our response, or if you have additional information that may help, we’re happy to review your case again.

If we do not resolve your complaint within eight weeks, or if you are dissatisfied with our final response, you may be eligible to refer your case to the Financial Ombudsman Service for an independent review. If you decide to do so, you must contact them within six months of our final response.

If you remain unhappy, you can refer your complaint to the Financial Ombudsman Service (FOS), they are a free and impartial service. While we are legally bound by their decision, you are not, and contacting them will not affect your legal rights.

Please note that the Financial Ombudsman Service can only consider complaints once we have had the opportunity to investigate and respond.

Discover more about how the Financial Ombudsman Service works.

Complaints about our non-regulated products and services
If your complaint does not fall under the Financial Conduct Authority (FCA) definition, we will still handle your concerns with the same care and attention. However, you may not have the right to refer your complaint to the Financial Ombudsman Service (FOS), as this depends on whether your complaint is eligible and within their remit.

Complaints about your personal data
If your complaint relates to how we collect, use, store or handle your personal data, we will:

  • manage your complaint in line with our Data Protection Complaints Procedure
  • acknowledge your complaint within one month of receiving it
  • work to resolve your concerns as quickly as possible

Our aim is to resolve your concerns fairly. If you’re not satisfied with our response, you have the right to raise your complaint with the Information Commissioner’s Office (ICO), the UK’s independent authority for data protection.

Independent organisations

Financial Ombudsman Service (FOS)

For complaints about regulated products and services:

Information Commissioner’s Office (ICO)

For complaints about personal data:

  • Telephone: 0303 123 1113
  • Address:
    Information Commissioner’s Office
    Wycliffe House
    Water Lane
    Wilmslow
    Cheshire
    SK9 5AF
  • Website: https://ico.org.uk