Customer Complaints Procedure

It is our intention to provide you with a high level of customer service at all times.

However, if for any reason you feel you have any cause to be unhappy with your Insurance cover, or in the way that this Insurance has been quoted to you, sold to you, or serviced at any time during the lifetime of the Policy, the following procedure should be adopted:

1. In the first instance, please contact us by telephone or in writing and we will be pleased to assist you, addressing your complaint to:
   
   The Manager
   R.W.Mott & Partner
   Times House
   Plassey Street
   Penarth
   Vale of Glamorgan
   CF64 1ET
   Tel. 029 2070 0635
   
   All our complaints will be logged and an acknowledgement letter will be sent to you within 5 working Days, advising you of the member of staff who will be dealing with your complaint, giving you an approximate timescale to expect a written response. If we are unable to resolve a complaint immediately, a letter will be sent to you within 20 working days, explaining the reason for the delay and either explaining the reason(s) for rejecting the complaint, or (if appropriate,) offering compensation/other form of redress.
   
2. If, however, we are unable to satisfy your complaint at our office, you may wish to contact the Insurance Company, in an attempt to resolve the matter. The procedure to follow can be found in the Policy Booklet, once received from the Insurance Company. However, until the Policy arrives, we will provide the necessary address for you to contact, to pursue the matter further with the Insurance Company.
   
3. If the complaint is still not resolved to your satisfaction please direct further responses accordingly:
   
   • If you have a complaint against your insurer you should contact the Chief Executive of the authorized insurer, whose address is shown on your policy details.
   
   • If your complaint is directed towards a Lloyds underwriting syndicate, you should first contact the syndicate direct. If you are not satisfied, you can contact the Lloyd's of London, Complaints Department.
   
   To contact Lloyd's of London, Complaints Department
   
   Email complaints@lloyds.com
   Call on 020 7327 6950/5693
   Visit their website here.
   
4. If you are still not satisfied, after contacting either of the above, you can contact the Financial Ombudsman at Insurance Division Financial Ombudsman Service
   
   To contact the Financial Ombudsman Service
   
   Email complaint.info@financial-ombudsman.org.uk
   Call on 0845 080 1800
   Visit their website here.
   
   Write to:
   
   Financial Ombudsman Service
   South Quay Plaza
   183 Marsh Wall
   London, E14 9SR
   
   For a more detailed explanation about our service please refer to your Customers Complaints Procedure.