Our policy is to address all complaints seriously, promptly, fairly and completely; and deal with FCA-eligible complainants in compliance with FCA regulations.
The following sets out the main features of our procedures for complaints. We have appointed our Compliance Officer as our Complaints Officer. In the matter of complaints he reports to the Chairman of the Board who takes ultimate responsibility for ensuring that complaints are treated fairly and dealt with properly. Please address your complaint in writing to:
The Complaints Officer
Ed Broking LLP
2 Minster Court
London EC3R 7PD
Or via email at firstname.lastname@example.org
Administratively, the Complaints Officer may delegate handling of the complaint to another member of Legal and Compliance. You will be notified if this is the case. If you believe that you are being unfairly treated you should raise the matter with the Complaints Officer.
A member of staff will acknowledge your complaint and endeavour to respond as soon as practicable, allowing for an adequate investigation. Wherever possible, you will be given a time estimate for receipt of a full response.
All complaints are investigated and dealt with in conformity with Financial Conduct Authority (“FCA”) Principles: Principle 1 (“act with integrity”), Principle 6 (“treat customers fairly”), and Principle 7 (“communicate clearly”). Under no circumstances are our interests placed before those of our clients. Complainants are entitled to have complaints dealt with carefully, justly and fairly.
Policies underwritten at Lloyd’s
If your policy is underwritten at Lloyd’s of London, and your complaint concerns the action or inaction of underwriters, you may also wish to direct your complaint to Lloyd’s Complaints Department. They may be contacted at:
Policyholder and Market Assistance
Lloyd’s of London
Walter Burke Way
KENT ME4 4RN
The Complaints Officer will determine whether or not you are an Eligible Complainant according to Financial Conduct Authority rules. An Eligible Complainant may be entitled to take a complaint to the Financial Ombudsman Service. A copy of the Financial Ombudsman Service’s leaflet and contact details are available at www.financial-ombudsman.org.uk. Broadly speaking, an Eligible Complainant will be an individual or an enterprise that employs fewer than 10 persons and has a turnover or annual balance sheet that does not exceed Euros 2 million.
You are asked to assist us in ascertaining whether you fall into this category.
If you are an Eligible Complainant:
• Unless your complaint can be resolved by close of business on the business day after receipt, you will receive promptly a written acknowledgement.
• Following investigation of the complaint by the Complaints Officer, we will send you a final letter within eight weeks. The final letter may offer compensation or give clear reasons for rejecting your complaint and your attention will be drawn to your right to refer a matter to the Financial Ombudsman Service and enclose a copy of the Financial Ombudsman Service’s explanatory leaflet. It will also tell you how to continue with the complaint with us.
If the above timetable cannot be achieved we will write to you explaining the delay.