At MFDP, we strive to provide a high level of customer service and ensure you are treated fairly. However if you feel dissatisfied with the level of service you have experienced or feel like you have been treated unfairly and would like to make a complaint, our complaints process is detailed below. We will investigate any issue(s) you raise fairly and promptly.

You can raise your complaint by calling us and speaking with one of our team who will be able to assist. Our phone number is on our contact page here.

Alternatively you can write to us at the below address or by visiting our customer portal at my.mfdp.co.uk

So we can identify you, please quote the reference number for your account which appears on any previous correspondence we have sent you.

We consider all complaints fairly and aim to resolve your issue(s) at the earliest possible opportunity. If we're unable to resolve your concerns within 3 business days after the day we receive it, we'll write to you and let you know. We will fully investigate your concerns and will send you our final response letter as soon as possible and no longer than 8 weeks from the date we received the complaint. We'll keep you updated along the way and inform you if it's going to take us any longer.

Treating customers fairly is at the forefront of our minds and if our customer service hasn't met the high standards that we always expect then we will tell you. We'll also let you know what we will do to put things right.

If you remain unhappy with the outcome after you've received our final response letter, then you do have the option to refer the matter to the Financial Ombudsman Service but you must do so within 6 months of receiving our final response. Their contact details are below: