Complaints Procedure
We are committed to providing a quality service and achieving the highest standards of conduct. However, if at any time you are dissatisfied with the service provided by us, we have a formal complaints process. You should, therefore, take the following course of action:
In the first instance you should discuss your complaint with the member of staff with whom you have been dealing with.
If your dissatisfaction is unresolved, please call our Customer Services Department or write to the Customer Care Manager. We will acknowledge your complaint within 5 working days and confirm who is investigating your concerns. We will provide a formal response within 4 weeks from initial receipt of your complaint. If the complaint cannot be resolved within this timescale we will explain why and specify our anticipated timescale for resolution.
If we cannot settle your complaint, you may be entitled to refer it to the Financial Ombudsman Service. Financial Services Compensation Scheme (FSCS)
We are covered by the FSCS. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 100% of the first £2000 and 90% of the remainder of the claim, without any upper limit. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit. Further information about compensation scheme arrangements is available from the FSCS
Authorised and regulated by the Financial Services Authority.