How to Make a Complaint

We are the Appointed Agents for the Underwriters and are committed to dealing with customer complaints in a fair and prompt way. Complaints can be made verbally or in writing.

If You have a complaint, You can contact Us or the Underwriters. We or the Underwriters will contact You within five days of receiving Your complaint to tell You what action is being taken. We or the Underwriters will try to resolve the problem and give You an answer within four weeks. If it will take longer than four weeks then You will be told when You can expect an answer.

It is Our experience that most complaints can be resolved by speaking to the staff directly responsible for Your claim. Please call or write to Us or the Underwriters to resolve your complaint - details are provided in the terms and conditions provided at Policy purchase.

If it is impossible to reach an agreement You have the right to make an appeal to the Financial Ombudsman Service, South Quay Plaza,183 Marsh Wall, Docklands, London E14 9SR or telephone 0845 080 1800.

The existence of these procedures does not affect Your right to take legal proceedings.

Governing Law and Language
This insurance shall be subject to English Law, unless specifically agreed to the contrary. All communication is to be conducted in English.

Whole Agreement
This Policy contains the entire agreement between the Policyholder and any Insured Person claiming under it and the Underwriters and Us on their behalf. No other representation or warranty by the Insured Person or Us or their Authorised Representatives or any third party shall have any contractual effect unless agreed by both parties in writing.

The Financial Service Compensation Scheme (FSCS)
The Underwriter is a member of the Financial Services Compensation Scheme (FSCS) which is a safety net for customers of financial services firms. The Financial Service Compensation Scheme (FCSC) covers both the Administrator and the Underwriter. You may be entitled to compensation from the scheme should either firm be unable to meet their obligations. This depends on the type of business and the circumstances of the Claim. Most insurance contracts are covered for 100% of the first £2,000 and 90% of the remainder of the claims costs. You can get more information about the compensation scheme arrangements from the FSCS. The contact information is: The FSCS, 7th Floor, Lloyds Chambers, Portsoken Street, London E1 8BN. Telephone: 020 7892 7300. E-mail: enquiries@FSCS.org.uk