Insurance Related Complaints

Any complaints and negative feedback received regarding our insurance services will be forwarded to the broker who we place your policy through to manage and respond to. The reason for this is that these complaints need to be handled in line with the requirements of the Financial Conduct Authority (FCA) which differ from our standard complaints procedure as below.

Definition of a complaint:

Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service or redress determination, which:

Alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience; and

Relates to an activity of a person/firm that is connected to marketing or providing financial services or products or claims management services, which comes under the jurisdiction of the Financial Ombudsman Service (FOS)

Handling Process:

Upon receipt of a complaint we will immediately notify our principal and once this happens they will promptly acknowledge your complaint and try to resolve it at that stage. Where this is not practicable, they will write to you within 5 working days informing you of whether further investigation is necessary.

If the complaint has not been resolved within 4 weeks of receipt, they will write to you with an update.

Following the brokers investigation and response to you, if you are not satisfied with the outcome or if they do not complete their investigation within 8 weeks, you may be eligible to contact the Financial Ombudsman Services (FOS). If this is the case then details of how to contact the FOS will be provided as part of the broker’s response. If you are eligible to refer your complaint to the FOS then this must be done within 6 months of the date of the final response letter.