We aim to provide a prompt and efficient response to all our clients' insurance needs. If you are dissatisfied with any aspect of our service we endeavor to ensure that the matter is investigated quickly and independently and to remedy any shortcomings as soon as possible.
You may make a complaint in writing (by facsimile, letter or email) or by telephone, in the first instance to your usual contact or to our Compliance Officer, as follows:
We decide whether your complaint should be dealt with by us or whether it should be directed to another party. If it should be re-directed, we will do this on your behalf within 5 business days and, by way of what will constitute our final response, tell you to whom it has been re-directed and why.
Otherwise, we will try and resolve your complaint by the end of the following business day. If this is not possible, your complaint will then be passed to one of our senior managers who is not involved in the matter or if appropriate, our Compliance Officer.
We undertake to:
We operate a two-tier internal complaints handling procedure. If you are dissatisfied with our final response, you may refer the matter to our Chief Executive Officer at the address above or, using the following contact details:
Tel: 020 85525521
Fax: 07005 800 126
If you are dissatisfied with our response or if we cannot reach a conclusion within 8 weeks we will tell you how to refer the matter to the Financial Ombudsman's Service (FOS) if you are eligible to take that course of action.
You are eligible if you:
If we receive no reply to our final response to your complaint within 8 weeks of that response (whether or not it is from our Chief Executive Officer), we are entitled to, and will, treat your complaint as closed.
We strive to improve our service at all times. We will ensure that the lessons learnt from your feedback are incorporated into our internal monitoring systems to reduce the possibility of recurrence.