Call for a free consultation: 01273 573888

Complaint Handling Procedure

We take complaints very seriously and deal with any criticisms positively and proactively.

Once we have received your complaint if we cannot immediately resolve this within 24 hours, we will send you a letter confirming this within five working days. This letter will let you know who is dealing with your complaint and how we are going to investigate it.

Although most concerns can be resolved quickly, more detailed enquiries are occasionally needed. If this is likely, we will contact you with an update and give you an expected date of response.

If we are still unable to resolve your complaint after eight weeks, we will write to you explaining why. We will also let you know if you have the right to refer your complaint to the Financial Ombudsman Service at this time if you are not satisfied with our progress, and if appropriate, how you can do so.

Once we have completed our investigations we will send you a letter with:

  • The details and outcome of our investigation
  • Our proposed actions

If you are not satisfied with our response, if you are eligible, you may be able to refer your complaint to the Financial Ombudsman Services. We will advise details of how you can refer your complaint to the Financial Ombudsman Service if you are not satisfied with the decision.

Request a Call Back

If you have a claim or would like to speak to someone please complete the form below and we will aim to get back to you within 2 hours.









Or Call us on 01273 573 888

Latest News

Flood and Water Claim Help – don’t get left behind….

Many homeowners, shops and business' will be affected by the rainfall last week, making flood and water claims inevitable. Insurers will be unable to cope with the volume of flood claims and this will leave many policyholders feeling vulnerable and...

Local loss assessor – Complex flood claims and BVS – Surrey

We have recently concluded a claim for Mr and Mrs Heath in Surrey. They initially contacted their insurer following a water leak from their dishwasher. The property was very well maintained and had oak floor throughout the kitchen and dining...

The role of the insurance surveyor in fire and flood claims

It is important that the correct professionals are appointed to assist with your  fire and flood insurance claims. If there has been a substantial fire or flood and the property is uninhabitable we would always recommend the appointment of an...