Complaints Procedure
Last updated: 2026-05-15
Our Commitment
Subscribe MGA is committed to providing a high standard of service. We take all complaints seriously and aim to resolve them fairly, promptly, and transparently in accordance with the Financial Conduct Authority (FCA) Dispute Resolution rules (DISP).
Subscribe MGA is a trading name of Acies Management Holdings Limited (FCA FRN 830581, company number 11136744). We are authorised and regulated by the FCA and are part of the ACIES MGU group.
Who Can Complain
Our complaints procedure is available to eligible complainants as defined by the FCA. This includes, but is not limited to:
- Individual consumers and policyholders
- Micro-enterprises (businesses with fewer than 10 employees and an annual turnover or balance sheet total not exceeding 2 million euros)
- Small businesses (with an annual turnover of less than 6.5 million pounds and fewer than 50 employees, or an annual balance sheet total of less than 5 million pounds)
- Charities with an annual income below 6.5 million pounds
- Trustees of trusts with a net asset value below 5 million pounds
If you are unsure whether you are an eligible complainant, please contact us and we will advise you.
How to Complain
You can submit a complaint to us using any of the following methods:
By email
By post
Complaints, Subscribe MGA
Acies Management Holdings Limited
71 Fenchurch Street
London EC3M 4BS
When making a complaint, please provide as much detail as possible, including:
- Your name and contact details
- The policy number or reference, if applicable
- A clear description of the issue and what has gone wrong
- What outcome you are seeking
- Any supporting documents or correspondence
What Happens Next
Acknowledgement
We will acknowledge your complaint promptly, and in any event within five business days of receiving it. Our acknowledgement will confirm who is handling your complaint and how to contact them.
Investigation
We will investigate your complaint thoroughly and fairly. During the investigation, we may contact you to request additional information or to discuss the matter further.
Final response
We aim to resolve complaints as quickly as possible. We will send you a final response within eight weeks of receiving your complaint. Our final response will:
- Explain the outcome of our investigation
- Offer redress or remedial action where appropriate
- Inform you of your right to refer the matter to the Financial Ombudsman Service if you are not satisfied
If we are unable to provide a final response within eight weeks, we will write to you explaining why and advise you of your right to refer the complaint to the Financial Ombudsman Service.
Financial Ombudsman Service
If you are not satisfied with our final response, or if we have not provided a final response within eight weeks, you may be able to refer your complaint to the Financial Ombudsman Service (FOS). The FOS is an independent body that resolves disputes between consumers and financial services firms. You must refer your complaint to the FOS within six months of receiving our final response.
Telephone: 0800 023 4567 (free from landlines and mobiles)
Email: complaint.info@financial-ombudsman.org.uk
Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
Website: www.financial-ombudsman.org.uk
Lloyd's Complaints
If your complaint relates to a policy placed through the Lloyd's market and you remain dissatisfied after our investigation, you may also refer your complaint to Lloyd's of London:
Email: complaints@lloyds.com
Post: Complaints, Lloyd's, One Lime Street, London EC3M 7HA
Regulatory Information
Subscribe MGA is a trading name of Acies Management Holdings Limited. We are authorised and regulated by the Financial Conduct Authority (FRN 830581). You can verify our registration on the FCA Register at register.fca.org.uk.
Acies Management Holdings Limited is registered in England and Wales (company number 11136744) with its registered office at 71 Fenchurch Street, London EC3M 4BS.