Complaints Handling

Our intention is to do everything to ensure our clients receive the best possible service. If you are not satisfied with the level of service provided by us, we will endeavour to resolve this as soon as possible. If you consider that you have cause to complain, the following information will assist:

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How to make a complaint?

If you wish to complain, you may advise any member of our staff or contact us by: 

Telephoning: +44 (0)20 3151 8110

E-mailing: compliance@getindemnity.co.uk

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Our Complaints Handling Procedure

We aim to resolve your concerns, whenever possible, within two working days. If this is not possible, we will promptly acknowledge your complaint in writing no later than five working days after receipt.

If your complaint concerns the provision of (or failure to provide) a service by another firm authorised by the Financial Conduct Authority, such as an insurer, we will promptly refer your complaint in writing to the firm. In these circumstances we will provide you with the full contact details for the firm and, if the other firm is solely responsible, our final response.

 We will endeavour to resolve your complaint at the earliest possible stage. We will thoroughly investigate the matter and will usually send our final response to you in writing no later than eight weeks after receipt of your complaint.

We will keep you regularly informed of our progress and the measures being taken to resolve your complaint. If our response is not issued within four weeks of the date we received your complaint, we will issue a letter to you explaining why we have been unable to resolve your complaint and indicate when we will make further contact. You are welcome to contact us at any time to check the status of our investigation.

If, after eight weeks, you are still waiting for us to respond, we will write to you explaining why we have been unable to conclude your complaint and the options available to you.

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Lloyds Policyholder

 If you are a Lloyd’s of London policyholder and are dissatisfied with our handling of your complaint you may refer your complaint to the complaints team at Lloyd’s. The address of the complaints team at Lloyd’s is:

The address of the complaints team at Lloyd’s is:

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Complaints - Lloyd’s

Fidentia House

Walter Burke Way

Chatham Maritime

Kent  ME4 4RN

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Telephone: +44 (0)20 7327 5693

Fax: +44 (0)20 7327 5225

Email: complaints@lloyds.com

Website: www.lloyds.com/complaints

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Financial Ombudsman Service

If you are either a private individual or an enterprise involved in economic activity that employs fewer than 10 persons and has a turnover or annual balance sheet that does not exceed €2 million, you may refer your complaint to the Financial Ombudsman Service (FOS), provided we have had an adequate opportunity to resolve your complaint first. We will advise you of the time limits for making a referral to the FOS and supply a copy of the FOS explanatory booklet with our final response. The FOS can be contacted by:

Accessing the website: http://www.financial-ombudsman.org.uk/consumer/complaints.htm

Telephoning: +44 (0)300 123 9 123 or 0800 023 4567

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