We are committed to providing a high quality Insurance Service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, you may let us know about it either orally or in writing. You should contact the nominated director and/or the managing director who will pass your complaint to the appropriate Director.
1. We will send you a letter acknowledging your complaint and asking you (if relevant) to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 5 business days of our receipt of your complaint
2. We will record your complaint in our Central Register and open a file for your complaint.
3. We will then start to investigate your complaint. This may involve one or more of the following steps.
If you cannot settle your complaint with us you may be entitled to refer it to the BVRLA. The BVRLA contact details are:
Fax: 01494 434499 Postal
Address: Conciliation Service BVRLA. River Lodge, Badminton Court, Amersham, Buckinghamshire, HP7 ODD.
Full details can be found on the BVRLA website: https://www.bvrla.co.uk/advice/guidance/using-bvrlas-conciliation-service
If you cannot settle your complaint with us you may be entitled to refer it to the Financial Ombudsman Service. The Financial Ombudsman's contact details are
The Financial Ombudsman Service. South Quay Plaza, 183 Marsh Wall, London, E14 9SR.
Telephone 020 7964 1000
We are also covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the FSCS if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim.
Full details and further information on the scheme are available from the 7th Floor, Lloyd's Chambers, 1 Portsoken Street, London E1 8BN.
Telephone: 020 7892 7300 or 0800 678 1100,