Adrian Flux Insurance Services

Complaints Procedure

We always aim to provide an excellent level of service for our customers. However, if you feel that we have failed in this respect, please do not hesitate in contacting us. One of our operators will endeavour to address your concerns and we expect that the majority of issues can be resolved with the minimum of inconvenience to you. However if our operator is unable to resolve the matter, you can request that your concerns are addressed by a manager.

The manager has full authority to deal with the situation, instruct remedial action and offer redress if necessary. It is our intention to resolve any complaints to your satisfaction and promptly.

Unfortunately it is not always possible for a manager to resolve your complaint, especially if there are other organisations involved or the complaint is of a complex nature. In these instances the matter can be referred to our Customer Relations Department.

Acknowledgement by the Customer Relations Department will be issued promptly. Under normal circumstances the initial contact from the Customer Relation Department will be to obtain further information or to provide a comprehensive response, which will satisfy the Financial Conduct Authority's requirements for a final response.

The final response will be issued within eight weeks of your concerns being raised. If you remain dissatisfied after receiving our final response, you may, within six months, refer the matter to the Financial Ombudsman Service at,

Exchange Tower,
London,
E14 9SR

More comprehensive details of the Financial Ombudsman Service will be provided with the final response. To avoid unnecessary inconvenience, we would like to take this opportunity to advise you that the Financial Ombudsman Service will be unable to assist you until you have raised any concerns with us.

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.