Complaints Procedure

MY SECURITY BOX

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My Security Box is committed to providing a high quality and professional service and to maintain fair outcomes for our Customers. If you are dissatisfied or have any complaints about your policy or the handling of a claim you should, in the first instance, contact us on the following details:

By telephone:   +44 (0) 121 423 1000

By email:   info(at)mysecuritybox.co.uk

By writing to:
Customer Care Manager
My Security Box
Jubilee House
Long Bennington Park
Long Bennington
Newark
NG23 5JR

 

The aim of this procedure is to settle the complaint fairly and as quickly as possible. We will use our best endeavours to comply with the timeframes set out below.

  • A complaint received by My Security Box (whether by letter, facsimile, e-mail, telephone conversation or other oral representation) will be allocated to an appropriate person to carry out an independent review of the justification of the complaint.
  • Complaints will be acknowledged in writing no later than five business days after receipt. That acknowledgement will include the name of the person who will be reviewing the complaint and a copy of this Complaint Procedure.
  • We will try to resolve a complaint within four weeks and give a written final response, or send an interim response explaining why we are not yet in a position to resolve matters.
  • By the end of eight weeks following receipt of a complaint, a final response will be issued or a further interim response giving an indication as to when a final response can be expected.
  • When we issue our final response we will include a copy of a leaflet published by Financial Ombudsman Service (“FOS”).

The FOS operates a dispute resolution facility for consumers, micro-enterprises (small businesses), small charities and trustees. An eligible Complainant has up to six months to register a complaint with the FOS if the outcome was not to their satisfaction. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider the complaint and will only be able to do so in very limited circumstances. For example if the Ombudsman believes that the delay was as a result of exceptional circumstances.

Should it prove necessary for the FOS to make a determination and the Complainant accepts it, then we are bound by that determination up to a specified maximum amount.

 
You can contact the FOS at:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Email:   complaint.info(at)financial-ombudsman.org.uk
Telephone:   0800 0234 567 (normally free for land line users)
Telephone:   0300 1239 123 (charged at the same rate as 01 or 02 numbers on mobile phone tariffs)
Website:   www.financial-ombudsman.org.uk

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ASHFORD
AYLESBURY
BANK OF CHINA
BARCLAYS BANK
BASILDON
BASINGSTOKE
BATH
BEXLEYHEATH
BIRMINGHAM
BLACKBURN
BOLTON
BOREHAMWOOD
BRIGHTON
BRISTOL
BROMLEY
CAMBRIDGE
CANTERBURY
CARDIFF
CHELMSFORD
COLCHESTER
COUTTS BANK
COVENTRY
CRAWLEY
CROYDON
DERBY
EASTBOURNE
EDINBURGH
ENFIELD
EPSOM
GLASGOW
GUILDFORD
HECKMONDWIKE
HEMEL HEMPSTEAD
HIGH WYCOMBE
HSBC BANK
KINGSTON
LEEDS
LEICESTER
LIVERPOOL
LLOYDS BANK
LONDON
LUTON
MAIDSTONE
MANCHESTER
MERRY HILL
MILTON KEYNES
NATWEST BANK
NEWBURY
NEWCASTLE
NORTHAMPTON
NORWICH
NOTTINGHAM
OLDHAM
ORPINGTON
OXFORD
PETERBOROUGH
READING
ROMFORD
ROYAL BANK OF SCOTLAND
RUGBY
SHEFFIELD
SLOUGH
SOLIHULL
SOUTHALL
SOUTHAMPTON
SOUTHEND-ON-SEA
ST ALBANS
STAINES-UPON-THAMES
STATE BANK OF INDIAN
SUTTON
SWANSEA
SWINDON
TSB BANK
TUNBRIDGE WELLS
WATFORD
WIMBLEDON
WOLVERHAMPTON