Customer Complaints Procedure
Our aim is to provide all of our clients with an excellent level of service. However, we recognise that there may be an occasion, when you do not feel satisfied with the service you have received from us. We take complaints very seriously and with this in mind we have developed a Customer Complaints Procedure which lets you know how you can get in touch with us and how we will deal with your complaint or issue.
Should you need to make a complaint, please contact our Complaints Manager Lea Cheesbrough using any of the following methods:
In person at our head office; First Floor, 30 High Street, Chislehurst, BR7 5AS
In writing to – Lea Cheesbrough at the address above.
By telephone - 0208 138 5065
By email – email@example.com
We will endeavour to resolve your complaint immediately or within three business days of receiving your complaint and we will write to you confirming the resolution.
However, if this is not achievable, you can be assured that we will deal with your complaint promptly and fairly, in line with our formal complaint handling procedures listed below:
- We will write to you within five working days to acknowledge your complaint and provide details of who is handing your complaint
- We will keep you informed of the progress of your complaint as our investigations proceed
- We aim to provide a final response to your complaint within eight weeks from receipt of your complaint
- If we cannot provide you with a final response within eight weeks from the date of receipt of your complaint, we will outline the reasons for the delay and provide you with an indication of when you can expect a response
- When investigating your complaint, we will take into account any financial losses or material inconvenience you have suffered. Our final response letter will set out the reasons for our decision and we will make it clear to you, as to whether we accept or reject your complaint.
- If you are in any way dissatisfied with our final response, or if we have been unable to provide our final response to you within eight weeks of receiving your complaint, you have the right to refer your complaint to the Financial Ombudsman Service (FOS) free of charge if you are:
- an individual consumer;
- a natural person acting for purposes which are outside your trade, business, craft or profession or
- a micro enterprise (an enterprise that employs fewer than ten people and whose annual turnover and/or annual balance sheet total does not exceed EURO 2 million) or
- a charity which has an annual income of less than £1 million at the time the complainant refers the complaint; or
- a trustee of a trust which has a net asset value of less than £1 million at the time of the complainant refers the complaint.
- a consumer who is a member of any business, charity or trust who is complaining as a beneficiary of a group policy
The Ombudsman might not be able to consider your complaint if:
what you’re complaining about happened more than six years ago, and
you’re complaining more than three years after you realised (or should have realised) that there was a problem.
If we think that your complaint was made outside of these time limits, we will leave this matter for the Ombudsman to decide. If the Ombudsman agrees with us, they will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances.
If you do decide to refer your complaint to the Ombudsman, you must do so within six months of the date of our final response letter. If you do not refer your complaint to the Ombudsman within six months of the date of our letter, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. Very limited circumstances include where the Ombudsman believes that the delay was as a result of exceptional circumstances.
The FOS offer an independent service for resolving disputes and you may contact the FOS by:
- Calling their consumer helpline on 0800 023 4567 (free for people phoning from a "fixed line" (for example, a landline at home) or 0300 123 9123 (free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02)
- Writing to them at Exchange Tower, London E14 9SR
- Emailing firstname.lastname@example.org
- FOS website: http://www.fos.org.uk/
We include the link https://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm where you can view a copy of the Financial Ombudsman Service’s leaflet ‘Your Complaint and the Ombudsman’ in all resolution (with exception of those complaints resolved within three working days) and eight week response letters. If you require a hard copy please advise and we will send one to you, in addition we attach a PDF of the leaflet.
Lloyd’s of London Policyholders
You may if you wish, refer your complaint to Lloyd’s. Lloyd’s will investigate the matter and provide a final response. Lloyd’s contact details are as follows:
Walter Burke Way
ME4 4RN or
One Lime Street
London EC3M 7HA
Telephone: +44 (0)20 7327 5693
Fax; +44 (0)20 7327 5225
Ultimately, should you remain dissatisfied with Lloyd’s final response, you may, if eligible, refer your complaint to the Ombudsman.
How Lloyds will handle your Complaint
If you wish to make a complaint it would be a good idea to check your policy for the procedure if you haven’t already done so. Alternatively, you could contact your broker or if the complaint relates to a claim you could contact whoever has been handling your claim to inform them of your dissatisfaction.
Lloyd’s provides a complaint resolution service, free of charge, where disputes are reviewed on the balance of probabilities, having regard to the evidence submitted by both parties. Lloyd's aims to conclude the majority of complaints received within 8 weeks in accordance with the Financial Conduct Authority Handbook.
Within this 8 week timeframe Lloyd’s operates a 'two stage' complaints process as follows:
- The complaint will be considered by the underwriters of the policy who will issue a response, ideally, within 14 days.
- If you remain dissatisfied following the underwriters' response, or if you have not received a response within 14 days you are entitled to request that the complaint be escalated to stage 2.
- Lloyd’s obtains the documentation from the underwriters and undertakes a full review of the complaint.
- When the review is complete a Final Response will be issued detailing the outcome of these investigations.
- If you remain dissatisfied at this point you may refer the matter to the Financial Ombudsman Service (if eligible) provided you do so within 6 months of the date of the Final Response. The Financial Ombudsman Service can only consider your complaint following our consideration of the matter.
This complaints procedure does not affect any of your legal rights.