Complaints procedure

MIF Holdings Limited complaints procedure

MIF Holdings Limited (MHL) aims to ensure that its clients receive the best possible service. If you are not satisfied with the level of service provided by MHL, we will try to resolve your complaint as soon as possible.

If you are dissatisfied with the level of service you have received, this document will advise you: (a) on how to make a complaint; (b) on the procedures we will follow to ensure your complaint is dealt with promptly, fairly and effectively; and (c) on the options available to you if you are not satisfied with our response.

How to make a complaint

If you wish to make a complaint, you can speak to any member of our team or contact us by the following means: 


Our complaints handling procedure

We will aim to resolve your concerns, whenever possible, by close of business on the next working day. If this is not possible, we will promptly acknowledge your complaint in writing no later than five working days after receipt.

If your complaint concerns the provision of (or failure to provide) a service by another firm authorised by the Financial Conduct Authority, such as an insurer, we will promptly refer your complaint in writing to the firm. In these circumstances we will provide you with the full contact details for the firm and, if the other firm is solely responsible, our final response.

We will endeavour to resolve your complaint at the earliest possible stage. We will thoroughly investigate the matter and will usually send our final response to you in writing no later than six weeks after receipt of your complaint.

We will keep you regularly informed of our progress and the measures being taken to resolve your complaint. If our response is not issued within six weeks of the date we received your complaint, we will issue a letter to you explaining why we have been unable to resolve your complaint and indicate when we will make further contact. You are welcome to contact us at any time to check the status of our investigation.

If, after eight weeks, you are still waiting for us to respond, we will write to you explaining why we have been unable to conclude your complaint and the options available to you.

If you are a Lloyd’s policyholder and are dissatisfied with our handling of your complaint you may refer your complaint to the complaints team at Lloyd’s.

The address of the complaints team at Lloyd’s is:
Complaints
Lloyd’s
Fidentia House
Walter Burke Way
Chatham Maritime
Kent  ME4 4RN

Telephone: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225
Email: complaints@lloyds.com
Website: www.lloyds.com/complaints

Details of the Lloyd’s complaints procedure are set out in the leaflet “Your Complaint – How We Can Help” available at the above web address. Submitting your complaint to the Lloyd’s complaints team will not affect your right to use Financial Ombudsman (FOS) as outlined below, if eligible, should you not be satisfied with Lloyd’s response.

If you are either a private individual or an enterprise involved in economic activity that employs fewer than ten persons and has a turnover or annual balance sheet that does not exceed €2 million, you may refer your complaint to the FOS, provided we have had an adequate opportunity to resolve your complaint first. We will advise you of the time limits for making a referral to the FOS and supply a copy of the FOS explanatory booklet with our final response. The FOS can be contacted by accessing the website: http://www.financial-ombudsman.org.uk/consumer/complaints.htm or by telephoning  +44 (0)300 123 9 123 or 0800 023 4567.

Online dispute resolution

The European Commission has established an Online Dispute Resolution Platform (ODR Platform). It is specifically designed to help customers resident in the European Union (EU) who have a complaint about goods or services bought online from traders established in the EU. You can submit your complaint online through the ODR platform in any of the official languages of the EU. The ODR platform can then submit your complaint to the Financial Ombudsman Service to facilitate resolution of your complaint.

You may use the ODR service if you are resident in the EU and have a complaint about a product or service purchased from us online using the following link: http://ec.europa.eu/odr.

As the ODR platform will ultimately re-direct your complaint to the Financial Ombudsman Service, you may prefer to contact us or the Financial Ombudsman Service directly in the first instance.

If using the ODR Platform you may find the following information helpful:

Our name: MIF Holdings Limited

Our email: Enquiries@longbrookinsurance.com

Our website address: https://www.longbrookinsurance.com/

Our postal address: Ropemaker Place, 28 Ropemaker Street, London EC2Y 9HD

We will provide whatever assistance we can to the FOS and abide with their final decision.

Your right as a client to take legal action remains unaffected by the existence or use of any complaint procedures referred to above. However, the FOS will not adjudicate on any cases where litigation has commenced.

MIF Holdings GmbH complaints procedure

MIF Holdings GmbH (MHG) aims to ensure that its clients receive the best possible service. If you are not satisfied with the level of service provided by MHG, we will try to resolve your complaint as soon as possible.

If you are dissatisfied with the level of service you have received, this document will advise you: (a) on how to make a complaint; (b) on the procedures we will follow to ensure your complaint is dealt with promptly, fairly and effectively; and (c) on the options available to you if you are not satisfied with our response.

How to make a complaint 

If you wish to make a complaint, you can speak to any member of our team or contact us by the following means: 


Our complaints handling procedure

We will aim to resolve your concerns, whenever possible, by close of business on the next working day. If this is not possible, we will promptly acknowledge your complaint in writing no later than five working days after receipt.

If your complaint concerns the provision of (or failure to provide) a service by another firm authorised by the German Federal Financial Supervisory Authority, a local Chamber of Industry and Commerce or another regulator in a EU member state, e.g. an insurer, we will promptly refer your complaint in writing to the firm. In these circumstances, we will provide you with the full contact details for the firm and, if the other firm is solely responsible, our final response.

We will endeavour to resolve your complaint at the earliest possible stage. We will thoroughly investigate the matter and will usually send our final response to you in writing no later than six weeks after receipt of your complaint.

We will keep you regularly informed of our progress and the measures being taken to resolve your complaint. If our response is not issued within six weeks of the date we received your complaint, we will issue a letter to you explaining why we have been unable to resolve your complaint and indicate when we will make further contact. You are welcome to contact us at any time to check the status of our investigation.

If, after eight weeks, you are still waiting for us to respond, we will write to you explaining why we have been unable to conclude your complaint and the options available to you.

If you are a Lloyd’s policyholder and are dissatisfied with our handling of your complaint you may refer your complaint to the complaints team at Lloyd’s.

The address of the complaints team at Lloyd’s is:
Complaints
Lloyd’s
Fidentia House
Walter Burke Way
Chatham Maritime
Kent  ME4 4RN

Telephone: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225
Email: complaints@lloyds.com
Website: www.lloyds.com/complaints

Details of the Lloyd’s complaints procedure are set out in the leaflet “Your Complaint – How We Can Help” available at the above web address. Submitting your complaint to the Lloyd’s complaints team will not affect your right to use the German Insurance Ombudswoman (Versicherungsombudsmann e.V.) as outlined below, if eligible, should you not be satisfied with Lloyd’s response.

As a policyholder, you may refer your complaint vis-à-vis MHG to the German Insurance Ombudswoman (Versicherungsombudsmann e.V.), if your complaint relates to the mediation of an insurance policy and provided that we have had an adequate opportunity to resolve your complaint first. There is no time limit for filing the complaint, but the enforcement of a claim may fail due to statutory limitation. The German Insurance Ombudswoman (Versicherungsombudsmann e.V.) can be contacted by accessing the website: https://www.versicherungsombudsmann.de/ or by telephoning 0800 3696000 (from Germany, free of charge) or +49 30 206058 99 (from abroad, charges apply).

We will provide whatever assistance we can to the German Insurance Ombudswoman and abide with their final decision.

Your right as a client to take legal action remains unaffected by the existence or use of any complaints procedures referred to above. However, the German Insurance Ombudswoman will not adjudicate on any cases where litigation has commenced.

The information on this page was last updated in November 2025.