Our Policy
We are committed to providing a high-quality insurance service to all our clients. In the event that a problem occurs we are committed to ensuring that there is a speedy review of the complaint, the result of which will be reported upon promptly.
Our Procedure
We aim to deal with all complaints as soon as practicable, however if we are unable to resolve the matter to your satisfaction promptly and within 5 working days of receipt whether verbal or written, we will issue a formal letter of acknowledgement outlining the next steps and giving you details of appointed individual who will be dealing with the complaint.
The appointed individual will endeavor to keep you reasonably informed of the progress of your complaint including requesting from you any additional information which may help us reach a resolution within 8 weeks; However, if your complaint is not straightforward and cannot be resolved within 8 weeks, we will inform you in writing of the reasons why, and when we are likely to be in position to resolve your complaint.
When we provide a final resolution response we will also give you details of the Financial Ombudsman Service (FOS) as you may be able to refer the matter to them after 8 weeks or if you remain dissatisfied with any resolution response.
This Complaints Procedure does not affect any right of legal action you may have against the parties concerned.
If we consider that another party, is entirely or partly responsible for the subject matter of a Complaint, we may refer the Complaint, or the relevant part of it, to the other party, this may include another professional firm, insurance company or insurance intermediary or similar Institution.
In such cases we will:
(a) inform you promptly and in writing that we are referring your Complaint, either entirely or in part, to another party and, if relevant obtain your consent to do so;
(b) we will inform you promptly and in writing in the event that we do refer your complaint to another party and include adequate contact details of the individual responsible for handling the Complaint; and
(d) if applicable we will continue to deal with any part of the Complaint not referred to the other party in accordance with our normal procedures.
To the extent the referral of any complaint as envisaged above entails the transfer of personal information; we will do so only in accordance with the General Data Protection Regulations (The Data Protection Act 2018).
Make A Complaint
You can make a complaint by phone, e-mail or using the functionality in this website, please see below contact details of our various companies.
Gresham Underwriting Limited
Email: complaints@greshamonline.co.uk
Post: Complaints Department, Gresham Underwriting Limited, Crown House, Home Gardens, Dartford, Kent DA1 1DZ
If your policy is underwritten by a Lloyd’s syndicate and you remain dissatisfied following ours or the insurers response, you may be eligible to refer your complaint to the Complaints Team at Lloyd’s and may contact them using the following:
Email: complaints@lloyds.com
Post: Complaints, Lloyd’s, One Lime Street, London EC3M 7HA
Telephone: +44 (0)207 327 5693
Fax: +44 (0)207 327 5525
Website: www.lloyds.com/complaints
Further information regarding how Lloyd’s will handle your complaint can be found in the “Your Complaint – How We Can Help” leaflet at www.lloyds.com/complaints
Jensten Insurance Brokers Limited
Email: brokerscomplaints@jensten.co.uk
Post: Complaints Department, Jensten Insurance Brokers Limited, Beaufort House, 15 St. Botolph Street, London EC3A 7BB
Website: www.jensteninsurance.co.uk/complaints-policy/
Tasker & Partners Limited
Email: complaints@taskerpartners.com
Post: Complaints Department, Tasker & Partners Limited, Beaufort House, 15 St. Botolph Street, London EC3A 7BB
Website: www.taskerpartners.co.uk/complaints
If your policy is underwritten by a Lloyd’s syndicate and you remain dissatisfied following ours or the insurers response, you may be eligible to refer your complaint to the Complaints Team at Lloyd’s and may contact them using the following:
Email: complaints@lloyds.com
Post: Complaints, Lloyd’s, One Lime Street, London EC3M 7HA
Telephone: +44 (0)207 327 5693
Fax: +44 (0)207 327 5525
Website: www.lloyds.com/complaints
Further information regarding how Lloyd’s will handle your complaint can be found in the “Your Complaint – How We Can Help” leaflet at www.lloyds.com/complaints
Financial Ombudsman Service
As mentioned if you after our review remain dissatisfied, or you have not received a written offer of resolution within 8 weeks (from the date we first received your complaint) you may be eligible to refer your case to the Financial Ombudsman Service (FOS).
Email: complaint.info@financial-ombudsman.org.uk
Post: Financial Ombudsman Service, Exchange Tower, Harbour, Exchange Square, London, E14 9SR
Telephone: 0800 0234567 (for landline users) 0300 1239123 (for mobile users).
Website: www.financial-ombudsman.org.uk
The Financial Ombudsman Service is free of charge. This does not affect your right to take legal action, however, the Financial Ombudsman Service will not adjudicate on any case where litigation has commenced.
European Legislation
Under European Legislation any consumer buying online insurance has the option to register their complaint via the European Commission’s online dispute resolution platform.
