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Complaints Procedure

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, the matter may be addressed by a manager or ultimately the Customer Relations Department. Acknowledgement will be prompt and contact will be made to clarify any outstanding concerns before the Customer Relations Department is in a position to resolve your complaint or issue a response. Our contact details are as follows:

Adrian Flux Insurance Services
Customer Relations Department
East Winch Hall
East Winch
King’s Lynn
PE32 1HN

Telephone: 0330 123 1041

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
London EC3M 7HA

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 and are also available from the above address.

Financial Ombudsman Service

Ultimately, should you remain dissatisfied with the final response issued by Lloyd's or Adrian Flux Insurance Services, 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
Exchange Tower
E14 9SR

Telephone: +44 (0)300 123 9 123

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