We hope you never need to complain

But if you do, we’ll listen and do our best to put things right.


Morgan Price (Europe) ApS and our Insurer Partners pride ourselves on the level of service and coverage we provide to our Members, we hope you never need to raise any concerns or complaints with us. But if you do, you can be rest assured that we will listen and do our best to put things right.

If you feel we have not provided the level of service you expected, please follow the procedures outlined below:

We consider a complaint to be any oral or written expression of dissatisfaction from a customer to an employee of Morgan Price (Europe) ApS, in connection with the provision of, or failure to provide, a service to the customer.

You can notify us by telephone, face-to-face or in writing.
Complaints Department
Morgan Price (Europe) ApS
Nybrogade 18 3.
1203 Kobenhavn K
Denmark
Email : info@morgan-price.eu
Tel : +44 (0) 1379 646730

 

To help us resolve your complaint

We’ll need the following information:

 

How we deal with your complaint:
We will always respond in a courteous manner and we aim to resolve complaints within 3 business days following receipt (e.g. received Monday 10:00am, aim to resolve by Thursday 5:30pm).

Occasionally, for more complex cases we need additional time to investigate the concerns raised. In such cases, we aim to acknowledge the complaint within 5 business days, providing the name of the person dealing with it, as well as an indication of when to expect the matter to be concluded.

If we cannot resolve the matter within 8 weeks we will write explaining why and point out the next steps available to you.

 

How we will respond to your complaint:
If we can resolve your complaint within 3 business days following receipt, you will be sent a summary resolution communication, which will confirm the matter has been resolved.

Where we have been unable to resolve the complaint within 8 weeks, we will write to you formally providing details of our investigation and outcome. This response will explain our position clearly and in plain language.

If we agree to pay any redress or compensation, we will do so promptly.

Where we have reasonable grounds to be satisfied that another firm is solely or jointly responsible for the issues raised, the complaint will be referred to them promptly on your behalf. We will inform you of the referral, provide their contact details and follow the matter up with them to make sure your concerns are properly addressed.

We expect that the majority of complaints will be quickly and satisfactorily resolved at this stage, but if you are not satisfied you can take the issue further.

 

What to do If you remain dissatisfied with our response:

Having received our final response, if you remain dissatisfied you may be entitled to refer your complaint to The Insurance Complaints Board. There is a complaint fee of DKK 200.

Visit their website at: www.ankeforsikring.dk

Tlf: 33 15 89 00 (from 10am - 1pm)

Your complaint must be submitted in writing using the form which can be downloaded from their website:
www.ankeforsikring.dk/Sider/english.aspx

If the insurance contract has been concluded online, the complainant may also use the European Commission's platform for Online Dispute Resolution (ODR) using the following link: http://ec.europa.eu/consumers/odr/

For all other complaints, please contact:

Elmo Insurance Ltd
Abate Rigord Street
Ta’Xbiex
XBX 1111
Malta

Email: complaints@elmoinsurance.com

Your complaint will be acknowledged, and a response sent to you within the maximum period of 15 business days.

If you remain dissatisfied with your response to the complaint, please refer to:

The Office of the Arbiter for Financial Services
First Floor St. Calcedonius Street
Floriana
FRM 5130
Malta

Tel: 00356 2124 9245

A complaints form can be downloaded from here:
www.financialarbiter.org.mt

Protection and Compensation Fund

Limited compensation may be available in terms of the Maltese Protection and Compensation Fund Regulations, 2003 if Elmo Insurance Ltd becomes insolvent or is unable to meet its obligations under this policy.

Your legal rights are not affected.

Please note: If you have a complaint about the way your plan was sold to you and you bought your plan through an Intermediary/broker, please contact them in the first instance.