How to make a complaint

We recognise the importance of quality service and set ourselves high standards, but things can go wrong in any business and if for any reason we have not met your expectations we would like to know. 

In the first instance speak or write to the person who normally deals with your insurance or premium finance arrangements. Your complaint will be acknowledged promptly, advising who is dealing with the complaint and indicating when you may expect an answer. We will provide a formal written response within four weeks from the receipt of the original complaint.

If the complaint cannot be resolved within this timescale we will write with an explanation as to progress and the likely timescale involved. 

We aim to provide a formal response to all complaints within eight weeks of receipts of the original complaint. Where this is not possible, we will provide you with an explanation of why the complaint has not been resolved within this timescale and will give you a date on which we expect to be able to respond.

If you are not happy with the response you receive from us, you may be entitled to refer your complaint to the Financial Ombudsman Service (see section below).

If your complaint relates to a contract of insurance you may direct your complaint to the Chief Executive of your Insurer as stated in your policy document, or we may forward your complaint to them. Your insurer also operates a complaints procedure, details of which are shown in your policy documentation. In the event of failure to resolve the dispute with your Insurer you may have the right to refer the matter to the Financial Ombudsman Service.

Financial Ombudsman Service

In order to be eligible to refer a matter to the Financial Ombudsman Service you must meet one of the following qualifying criteria at the time you raised the complaint:   

  • A consumer (a private individual who is purchasing insurance for a purpose which is wholly, or mainly, outside their, trade, business or profession)
  • A charity which has an annual income of less than £6,500,000
  • A trustee of a trust that has a net asset value of less than one £5,000,000
  • A small business with a turnover of less than £6,500,000 and annual balance sheet total below £5,000,000 or employing fewer than 50 persons

Further information on the Financial Ombudsman Service is available on their website

Alternatively, you can write to them at Exchange Tower, Harbour Exchange Square London  E14 9SR or call them on 0800 0234567.

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