HOW TO COMPLAIN
Our aim is always to provide our customers with a first-class service; however, we are aware that, occasionally, it is possible that we may fail to meet your expectations. If for any reason we have not met your expectations, let us know as soon as possible, by calling our main office telephone at 020 3883 7976, or write to:
Mr. David Perry, FSB Insurance Service, 5th Floor, Interchange, 81-85 Station Road, Croydon, CR0 2RD
Alternatively, you can also email [email protected]
If we are unable to resolve the issue to your satisfaction by the end of the next business day, we will formally investigate the matter. You will receive an acknowledgement of the matter together with a copy of our complaints process promptly and certainly within 5 working days. We will then aim to investigate and provide a resolution as quickly as possible, informing you of a final response no later than 8 weeks.
If you are not happy with our response, or the position after a period of 8 weeks, you may be eligible to refer your complaint to the Financial Ombudsman Service (FOS) for an independent assessment and opinion. Read FOS’s customer leaflet for advice on how to do this here.
The FOS Consumer Helpline is 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 paying a monthly charge for calls to No’s starting 01 or 02). Alternatively, you can contact them at:
Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR
Further information can also be found at: www.financial-ombudsman.org.uk
A full copy of our complaints procedure is available on request.