When you complain to us, and we have not been able to resolve it within three business days:

• We will acknowledge receipt of your complaint promptly and no later than five business days after it has been received by our office

• We will investigate your complaint objectively taking into consideration all facts of the matter.

• We will request additional information from you if, but when submitting your complaint please send us all information you consider to be relevant  

• We endeavour to send you a final response to your complaint setting out our findings as promptly as possible.

• However, if the complexity of our investigation means that we are unable to respond within certain timescales we will provide the following:

o   4 weeks of the date your complaint was received by us, we will write to you with a report on the progress

o   8 weeks of the date your complaint was received by us, we will provide you with a further report on our progress and reasons for the delay in concluding. We will provide you with a date by when we will be able to conclude the matter providing you with a final response

Should we be unable to resolve your complaint to your satisfaction at this stage, you may have a right to refer the complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service (‘FOS’)

The FOS is an independent body established to consider complaints against financial service firms, including insurance brokers. FOS will usually only consider a complaint if you are an eligible complainant and if we have been given the opportunity to resolve it first; and:

• we have sent you a final response letter and you have referred your complaint to the FOS within 6 months of our final response letter; or

• we have not sent a final response to your complaint with a decision within 8 weeks of us receiving it.

You can find full information on complaint eligibility and the referral process on their website

FOS contact details are as follows:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
Telephone: 0800 023 4567
Mobile: 0300 123 9 123
Website: www.financial-ombudsman.org.uk

How to Contact Us:

Please do not hesitate to contact us if you have any queries or concerns at any time during our review of your complaint.