Complaints
It is our intention to provide you with a high level of customer service at all times, however if at any time you are dissatisfied with the service we have provided we have a formal complaints procedure. You should therefore take the following course of action:
• In the first instance you should discuss your complaint with the member of staff with whom you have been dealing.
• If you remain dissatisfied please write to Mr Paul Seymour at the address shown over. We will acknowledge your complaint within five working days and advise you who is conducting the investigation, into the matters which you have raised. We will provide a formal response within 20 working days from the initial receipt of the complaint. If the complaint cannot be resolved within this time scale we will explain why and specify the likely time scales for resolution.
• If we cannot settle your complaint you may be entitled to refer it to the Financial Ombudsman service. We will advise you if you are able to refer any complaint to The Financial Ombudsman.

Cooling off Period
We will give you enough information and help so you can make an informed decision before you make a final commitment to buy your insurance policy. However you will have fourteen days to change your mind and cancel the insurance contract from the date you receive the policy documentation. NB this only applies to retail customers.

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