Complaints procedure

How to make a complaint

We aim to provide our clients with a first class service.  If we have not delivered the service that you expect or you are concerned with the service or advice provided, we would like the opportunity to put things right. 

In accordance with the Financial Conduct Authority regulations, we have a formal complaints procedure for the handling of complaints.


Who to contact

In the first instance you should direct any complaint to our Complaints Officer: 

Ann Dunn

1st Floor Stoneham Gate 

Stoneham Lane 


Hampshire SO50 9NW


Tel:          023 9224 8780



If you remain dissatisfied after we have investigated your complaint using the Complaints Process detailed, you may be eligible to refer your complaint to the following:

Financial Ombudsman Service

Exchange Tower


E14 9SR


Phone: 0800 023 4567 if calling from a landline or 0300 123 9123 if calling from a mobile.


The following procedures have been established to ensure that your complaint is handled fairly, effectively, consistently and promptly.

  1. Your complaint will be logged in our complaints register and overseen by a senior member of staff.
  2. We will acknowledge your complaint promptly.
  3. We will investigate the complaint ensuring a record of our findings is retained. 
  4. We will keep you informed of progress and notify you of the outcome of our investigation together with any resolution or if the investigations are still ongoing, our reasons as to why.


If your insurer is a Lloyd’s syndicate (please refer to your policy wording), you may if you wish, refer your complaint to Lloyd’s.Lloyd’s will investigate the matter and provide a final response.Lloyd’s contact details are as follows:

Complaints Department

Fidentia House

Walter Burke Way​

Chatham Maritime


Kent ME4 4RN

Tel: 020 7327 5693




If you are not satisfied with the final response, eligible complainants may be entitled to refer the complaint to the Financial Ombudsman Service (FOS) for an independent assessment within 6 months of receiving the final response. The Financial Ombudsman Service will only consider your complaint under the following circumstances:

  • You have given us the opportunity to resolve the complaint following our formal complaints procedure.
  • You are a consumer; or
  • You are a micro-enterprise – you employ fewer than 10 persons and has a turnover or annual balance sheet that does not exceed 2 million euros; or
  • You are a charity which has an annual income of less than £6.5m at the time you refer the complaint; or
  • You are a trustee of a trust which has a net asset value of less than £5m at the time you refer the complaint; or
  • You are a small business that is not a micro-enterprise and has an annual turnover of less than £6.5 and employs fewer than 50 persons; or has a balance sheet total of less than £5m at the time you refer the complaint; or
  • You are a guarantor.



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