Making a complaint about your PACEY membership 

If you’re not happy about any of our services, or the way you have been dealt with by our staff or volunteers, please let us know so that we can apologise, try to put things right and, if necessary, make changes to the way we work. 

PACEY will consider complaints submitted in writing about: 

• the quality of any PACEY services, excluding PACEY Practitioner Insurance*, arranged and administered by Morton Michel and underwritten by QBE UK Limited.
• the way in which PACEY services are provided 
• issues relating to PACEY membership. 

Please email complaints@pacey.org.uk to make a complaint. Please include a description of the complaint, including relevant detail to help us to investigate your concerns. Please also include your name and contact details and, if applicable, your PACEY membership number. Please also state whether you have already spoken to a member of PACEY staff about the issue. 

How we deal with complaints 

PACEY takes all complaints seriously. We aim to deal with them openly and quickly and learn from them to improve our services. We will respond to any written complaint sent to us within 20 working days of receiving it (unless the complaint is about insurance, or legal - see below). If it is not possible to give you a full reply within this time, we will contact you explaining the delay and letting you know when you can expect a full response. If, after receiving our response, you are not happy with how we have dealt with your complaint, you can ask for the matter to be reviewed by a PACEY senior manager from another department or region. 

Other complaints 

You can also call PACEY’s membership line on 0300 003 0005 for advice on where to direct any complaints about: 

• the quality of childcare provided by registered providers 
• children’s welfare 
• individual providers’ business affairs 
• the work of other organisations 
• issues not directly related to childcare that are outside PACEY’s remit to investigate. 

Making a complaint about your PACEY Practitioner Insurance

PACEY and Morton Michel aim to provide you with a first-class service. If we have not delivered the service that you expect or you are concerned with the service provided, we would like the opportunity to put things right. 

If you have a complaint about any of the cover provided as part of your PACEY Practitioner Insurance, please contact Morton Michel directly to raise your concerns and their complaints procedure will then apply. Click here to review the complaints procedure.

You may raise your complaint in person or by telephone or in writing using the contact information stated in your insurance documentation or email complaints@mortonmichel.com. 

Morton Michel will promptly acknowledge your complaint and will try to resolve your complaint at that stage. Where this is not practicable, we will write to you within 5 working days informing you whether further investigation is necessary. 

If the complaint has not been resolved within 4 weeks of receipt, we will write to you with an update. 

If following our investigation and response to you, you are not satisfied with the outcome or we do not complete our investigation within 8 weeks, you may be eligible to contact the Financial Ombudsman Services (FOS). If so, details of this will be provided to you in our response. 

If you are dissatisfied with the outcome, you may be able to refer your complaint to the Financial Ombudsman Service (FOS), free of charge – but you must do so within six months of the date of our final response letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so 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. 

Their contact details are shown below and we will include a copy of the FOS leaflet with our final response letter. 

Financial Ombudsman Service 
Exchange Tower 
Harbour Exchange Square 
London 
E14 9SR 

Tel: 0800 023 4567 or 0300 123 9123 
www.financial-ombudsman.org.uk 

If you have purchased the insurance policy online, you may also raise your complaint via the EU Online Dispute Resolution Portal at  http://ec.europa.eu/consumers/odr/