Our Complaints Procedure
It is our intention to provide you with the highest possible level of customer service at all times. However we recognise that things can go wrong occasionally and if this occurs we are committed to resolving matters promptly and fairly.
Should you wish to complain you may do so:
• In writing to the Complaints Manager Chris Chapman
• By telephone on 01206 760780
• By Fax on 01206 760734
• By e-mail at [email protected]
• In person by visiting our office (see above for address)
Should you not be satisfied with our final response, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS). More information is available on request or on their website. www.financial-ombudsman.org.uk.
Further details will be supplied at the time of responding to your complaint.
We are a firm that sell products online and are required to inform you of the availability of the online dispute resolution (ODR) platform to assist you if we are unable to resolve your complaint this facility will direct you to the alternative disputes resolution (ADR) provider for the firm who in this case is the Financial Ombudsman Service (FOS) and you may therefore wish to contact them direct.
More details are available on https://webgate.ec.europa.eu/odr
“I am very pleased with the speed and efficiency that my claim has received. One hears so much about the ‘Big Bad’ insurance companies, and as this is the first claim that I have had to make in over 40 years as a homeowner, I was not looking forward to the process. I have to say that both yourselves and Ecclesiastical have been extremely easy to deal with and my claim has been speedily dealt with. The whole process has been painless, helped in no small way by your pleasant E-mails. Thank you once again.”
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