COMPLAINTS PROCEDURE

If you are dissatisfied in some way we would like to know, and as required by the FCA we have a formal complaints handling procedure. Speak to the person with whom you arranged the insurance policy or with whom you normally deal, if that person is unable to answer your query to your satisfaction and you wish to make a formal complaint you may do so either orally or in writing.

All complaints will be acknowledged promptly by our Compliance Officer. We are statutorily required to provide a final response within “8 weeks” but will in any event look to respond as soon as practically possible, given the complexity of the matter of the complaint; our response will include:

An acceptance of complaint & an offer of redress

OR

A rejection of the complaint with reasons

If there remains dissatisfaction then a further appeal can be made within 6 months from our final response to The Financial Services Ombudsman where compensation may be available, we are bound by any decision.

Financial Services Ombudsman
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Tel: 0845 605 5525
Website www.financial-ombudsman.org.uk