We aim to provide you with a high level of customer service at all times but, if you are not satisfied, please contact:
Audrey Henshaw, Head of Compliance and Operations
t: +44 (0)161 242 4330
m: +44 (0)7934 856158
When dealing with your complaint, we will follow our complaint handling procedures; a summary of these procedures is available on request.
Financial Ombudsman Service
If you are still not satisfied, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS). For further information, you can visit FOS website www.financial-ombudsman.org.uk
Access to the FOS is available for complainants included within one of the following categories at the time we receive their complaint:
Consumers (private individuals acting for purposes which are wholly or mainly outside that individual’s trade, business, craft, or profession)
Businesses employing fewer than 10 persons and with a turnover or annual balance sheet total not exceeding €2 million
Charities with an annual income of under £1 million
Trustees of a trust with a net asset value of under £1 million.
Your insurer also operates a complaints procedure. Your policy documentation, which we will send to you, will contain details.
Financial Services Compensation Scheme
We are covered by the Financial Services Compensation Scheme (FSCS) for our insurance mediation activities. 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. If you are eligible to claim from the FSCS, compensation is available in relation to insurance advising and arranging as follows:
90% of the claim, without any upper limit;
100% of the claim without any upper limit for
Compulsory classes of insurance (such as Third Party Motor or Employers Liability); and
pure protection’ contracts, professional indemnity insurance and general insurance claims arising from the death or incapacity of the policyholder owing to injury, sickness or infirmity, all where the insurance intermediary has failed to pay money to an insurer, pay away money it has received from an insurer, or has failed to take steps to allow the insurer to effect the contract of insurance.
Further information about compensation scheme arrangements is available from the FSCS on 0800 678 1100 (Freephone) or 020 7741 4100 or www.fscs.org.uk
Compensation in respect of Employee Benefits
If you make a valid claim against us in respect of the investments we arrange for you, and we are unable to meet our liabilities in full, you may be entitled to redress from the Financial Services Compensation Scheme as above. This depends on the type of business and the circumstances of the claim. Most types of investment business are covered for a maximum limit of £50,000. Pure protection and private medical insurance contracts are covered for 90% of the claim with no upper limit. Further information about compensation arrangements is available from the Financial Services Compensation Scheme.