How to make a complaint
While we strive to ensure customer satisfaction at all times there are occasions when you might wish to raise a concern with us. We welcome the opportunity to examine any problem that occurs and assure you that it will receive full attention.
In the first instance please raise the concern by telephone (023 9224 8780), and we may be able to resolve the matter within 3 working days.
If we conclude the matter within 3 working days and you are not satisfied you may wish to contact:
The Compliance Manager
Birch House, Parklands Business Park
Or you may refer your concern to the Financial Ombudsman Service, details below.
If the complaint is likely to take more than 3 working days to resolve you will receive a written response and you will be advised who is dealing with the complaint. Should you need to be directed elsewhere for assistance, this will be advised.
You will be kept informed of progress.
Within eight weeks of the receipt of the original complaint you will have the full response, the response will be either:
A final response letter
A letter that explains why we are not in a position to make a final response and when we expect to be able to provide one.
Should you remain dissatisfied with the response that you receive from us, you may if you wish, refer your complaint to the Financial Ombudsman Service (FOS).
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:
Walter Burke Way
Tel: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225
If you remain dissatisfied after Lloyd’s has considered your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). The contact details for the FOS are:
Financial Ombudsman Service
Harbour Exchange Square,
Tel: 0800 023 4567 (calls to this number are free from “fixed lines” in the UK) or 0300 123 9123 (calls to this number are charged at the same rate as 01 and 02 numbers on mobile phone tariffs in the UK).
If you have purchased your policy online you can also make a complaint via the EU’s online dispute resolution (ODR) platform. The website for the ODR platform is: http://ec.europa.eu/odr
The Financial Ombudsman Service is available to private customers or trusts or charities with an annual turnover of less than £1m and ‘micro enterprises’ where turnover is less than €2m and less than 10 people are employed.
These procedures do not affect your right to take legal action.