Complaints Handling Procedure

Our complaints handling procedure.

Making a complaint.

If you wish to make a complaint then you can do so either by,

Writing to us at the following address,

Flat 4, 62 Warrior Square, St. Leonards-On-Sea, E. Sussex TN37 6BP.

Sending us an e-mail at

Visiting out web site and using the contact us page, or

By phone 01424 257499.

To allow us to respond quicker;

  • Please try to include sufficient detail for us to investigate your complaint,
  • If you have any reference we have used then please use that reference in the complaint,
  • Please provide the nature of your complaint,
  • If the complaint is relative to an insurance placement or claim then please provide those references as well.

If you do not have the above information to hand then please still contact us. We appreciate that you will want us to try to resolve the matter as soon as possible.

Our first reactions.

Our first reactions will be to look at the subject matter of the complaint and to see if it can be resolved very quickly. If that is appropriate we will come back to you by close of the next business day with a possible resolution. Not all complaints can be handled that easily.

Acknowledgement and reply.

If a quick resolution is not appropriate or possible, then we will acknowledge your complaint and advise who will be dealing with that complaint. We may need to ask for more information but we will try to keep that to a minimum. We will provide you with a date when we hope to give a fuller reply. Rest assured that if you have complained about a specific member of our staff then they will not be the person handling the complaint.

We take all complaints seriously and believe they should have a fair and proper investigation. In some cases we may need to approach other parties to obtain information. We will keep you advised of progress and if we cannot get back to you at the date we specified we will let you know.

Final response.

When the investigation is complete we will provide you with our final response. That will tell you the conclusion we have come to. If we believe that our decision may not have been the decision you were hoping for then we will provide an explanation as to how we arrived at that decision.

The Financial Ombudsman Service.

If you are unhappy with the way we have handled your complaint then you may have the right to refer the matter to the FOS. We will send you further details about that with our final response.