We always aim to provide an excellent level of service for our customers. However, if you feel that we are not meeting your expectations, please do not hesitate in contacting us. In the first instance a member of staff will endeavour to address any concerns or misunderstandings. We expect that the majority of issues can be resolved during this initial communication and with the minimum of inconvenience to you.
Any complaints concerning the service provided by your insurance company should be pursued directly with them. Full details will appear in their policy booklet.
If it was not possible to resolve your concerns about our service, you can request that it is investigated further by someone with full authority to deal with the situation, instruct remedial action and offer redress if necessary. We place no limitations on dealing with your concerns, as it is always our intention to resolve complaints to your satisfaction at the earliest opportunity
Unfortunately there may be occasions when it has not been possible to reach an early resolution, for example if there are other organisations involved or the complaint is of a complex nature. We will keep you informed of any developments while investigating your concerns. Under normal circumstances we will reach a prompt resolution. However, when that is not possible a written response will be issued to explain our position.
More comprehensive details of the Financial Ombudsman Service will be provided with the final response. Following the complaints procedure will not affect your legal rights. If you ask someone else to act on your behalf we may first require written authority to allow us to deal with them.
Data Protection Act
In telling us about any problems, dissatisfaction or complaint, you consent to us using the information supplied, including any sensitive data, to investigate the matter and discharge our responsibility under the rules of the Financial Conduct Authority and Financial Ombudsman Service. Part of this process may involve disclosure of information to others.
Procedure applicable where the insurer is an insurance company
If you remain dissatisfied with the outcome of your complaint, you may refer the matter to the Financial Ombudsman Service on the details below. We would like to take this opportunity to advise you that they are not able to consider your complaint until you have first attempted to resolve it with us.
Procedure applicable where the insurer is a Lloyd's syndicate
Should you remain dissatisfied with the response that you receive from us, you may refer your complaint to Lloyd's. On request we can confirm if you are able to pursue any concerns with Lloyd's, who will investigate the matter and provide a final response.
Lloyd's contact details are as follows:
One Lime Street
Telephone: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225
Details of Lloyd's complaints procedures are set out in a leaflet "Your Complaint – How We Can Help" available at www.lloyds.com/complaints and are also available from the above address.
Financial Ombudsman Service
Ultimately, should you remain dissatisfied with the final response, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services. The FOS' contact details are as follows:
Financial Ombudsman Service
Telephone: +44 (0)300 123 9 123