What to do if you have a complaint?
If you wish to register a complaint, please contact us:
133 Front Street
Chester Le Street
Telephone: 0191 3886454
We will write to you to clarify how we will handle your complaint and we aim to resolve any complaint within three days. If however we are unable to resolve the issue within three days we will write to you to let you know. Your complaint will then be diligently and impartially investigated by our complaints manager and we will resolve the complaint within eight weeks.
We will write to you with a clear assessment of the complaint and whether it has been upheld.
If you cannot settle your complaint with us, you are entitled to refer it to the Financial Ombudsman Service.
Telephone: 0800 0234567
Please note the Ombudsman will only consider your complaint if you have already given us the opportunity to resolve it.
If your complaint relates to a contract of insurance please refer to your policy document for details of how to complain to your insurance company.
We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim.
Insurance advising and arranging is covered for 100% of compulsory insurance and 90% of the remainder of the claim, without any upper limit.
Further information about compensation scheme arrangements is available from the FSCS on telephone number 0207 8927300.