Complaints

It is our intention to provide you with a high level of customer service at all times. However, if, at any time, you are dissatisfied with the service we provide, we have a formal Complaints Procedure. You should therefore take the following course of action:

In the first instance, you should contact the member of staff with whom you have been dealing either in writing or by telephone. If you remain dissatisfied, please ask to speak to Paul Goodman. If the matter cannot be resolved by the end of the business day, we will acknowledge receipt of your complaint in writing within 5 working days and let you have our response to your complaint at this time if we can. If it will take longer to deal with your complaint, we will advise you who is dealing with the matter and when you can expect to receive a fuller response. If we cannot agree a solution between us or we have not been able to resolve the matter within eight weeks, we will explain why. If we find your complaint is valid, we will agree with you a mutually acceptable form of redress. Your Insurer also has a complaints procedure, details of which can be found in your Policy. Should you feel the problem has still not been resolved, you may be able to refer it to the Financial Ombudsman Service, tel 0207 964 1001, website www.financial-ombudsman.org.uk.

We are also covered by the Financial Services Compensation Scheme (FSCS) and you may be entitled to compensation from the scheme if we cannot meet our obligations depending on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for up to 90% of the value of any claim, without any upper limit. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of any claim, without upper limit. Further information about the compensation scheme arrangements is available from the FSCS.

By making a complaint, you do not prejudice your rights to any legal proceedings. The parties to a contract of insurance covering a risk situated in the United Kingdom are permitted to choose the law applicable to the contract. English Law will govern your insurance.