COMPLAINTS HANDLING PROCEDURE
We recognise the importance of service and set ourselves high standards. We do however understand that there may be times when you feel we may not have met your expectations to which we want to know about immediately so that any issues can be resolved quickly.
For the purpose of this procedure we use the following definition of a complaint, which is “any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of a complainant about the firms provision of, or failure to provide, a financial service.”
HOW CAN YOU MAKE A COMPLAINT?
You can make a complaint by contacting us by any of the following means:
In writing to:
The Complaints Officer.
Integro Insurance Brokers Ltd.
71 Fenchurch Street, London, EC3M 4BS.
By telephone on: +44 (0) 161 419 3000
By fax on: +44 (0) 161 419 3030
By email to: firstname.lastname@example.org
If in placing your policy we have acted as a Lloyd’s Coverholder you may also be entitled to refer your complaint to Lloyd’s.
Details of Lloyd’s complaints procedures are available at www.lloyds.com/complaints and you can contact the Lloyd’s Complaints team by the following means:
In writing to:
Complaints at Lloyd’s
Fidentia House. Walter Burke Way,
Chatham Maritime, Chatham, Kent. ME4 4RN
By telephone on: +44 (0) 20 7327 5693
By fax on: +44 (0) 20 7327 5225
By email to: email@example.com
Overall responsibility for this policy is assigned to Adam Cockburn Integro’s Head of Compliance. He will be made aware of all complaints received by Integro and ensure that the correct procedures are enforced.
ACKNOWLEDGING YOUR COMPLAINT
If your complaint is relatively straightforward it may be possible to resolve it very quickly. If we are able to resolve your complaint before the end of the third working day after it is received by us, we will send you a ‘Summary Resolution Communication’ promptly, with confirmation of the action we took to resolve your complaint.
In all other cases we will send you a written acknowledgement of your complaint promptly, normally within five working days of receiving it. If you have made your complaint to us verbally, we will confirm to you our understanding of this and ask you to advise us if you do not agree.
INVESTIGATING YOUR COMPLAINT
Your complaint will then be investigated by a senior official of the firm who is not directly or indirectly the subject matter of the complaint and we will not charge you for this work.
In order to reach a fair conclusion, we will review the information available to us, which will include all records on our files along with a report from the individual to whom the complaint relates.
We will endeavour to complete our investigation and reach a conclusion as soon as possible. The length of time this will take will be determined by the complexity of the complaint and the extent of the investigation required. During our investigation we may ask you for additional information to help us to reach a conclusion.
We will keep you updated as to the progress of your complaint and the steps being taken to resolve it. In the unlikely event that we are unable to complete our investigation and issue a final response letter to you within eight weeks of the date of receiving your complaint, we will write explaining why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to make a final response.
If you are an eligible complainant for the purposes of the Financial Ombudsman Service (FOS), we will also inform you that you may at this stage refer the complaint to the FOS if you are dissatisfied with the delay and we will provide you with a copy of the FOS’s explanatory leaflet.
Eligible complainants include:
- All personal insurance customers
- Commercial customers with an annual business turnover and/or balance sheet value of less than €2m, with fewer than 10 employees
- Charities with an annual turnover of less than £1m
- Trusts which have a net asset value of less than £1m
PROVIDING OUR FINAL RESPONSE
Once we have completed our investigation, we will write to you with the results of our investigation and explain our conclusion.
If you are dissatisfied with our response, and you are an eligible complainant as described above, you may refer your complaint to the FOS, details of which will be provided to you.
The FOS will review our investigation and the response which you have received, providing you with an independent assessment of your complaint without any charge to you.
If you are a consumer and your complaint relates to insurance purchased from us via electronic means (e.g. on-line or via email or mobile ‘phone) then you will be able to use the EC On-line Dispute Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/ who will notify the FOS on your behalf.
We take all complaints seriously and regularly analyse any complaints received to identify root causes and any trends. We also review decisions made by the FOS against any decisions that we have made on similar cases. We use the resulting information to improve our services and the way that we handle future complaints through amended processes and staff training.