Complaints Procedure
Our aim is always to provide our customers with a first-class service; however, we are aware that, occasionally, it is possible that we may fail to meet your expectations.
If you need to make a complaint, in the first instance, you should contact us either in writing to
Mr Malcolm Cooke
Complaints Department
C&C Insurance Brokers Ltd
Bridge House
80/82 Compstall Road
Romiley
Stockport
Cheshire
SK6 4DE
or, by telephone / fax on Telephone 0161 406 4800 or fax 0161 406 4817
Where a complaint arises we will, wherever possible, endeavour to resolve the matter by no later than the close of business the second working day following receipt. If this is not possible, to enable us to remedy the situation in a speedy and efficient manner, we have a documented, formal complaints procedure, details of which are shown below.
- We will acknowledge your complaint promptly, to reassure you that we will be dealing with the issue as a matter of urgency, giving you the details of who will be handling the matter in our office, and details of the service of the Financial Ombudsman Service, where this applies.
- In the event that your complaint relates to activities or services provided by another party, we will advise you of this in writing giving the reasons for our decision, and ensure that your complaint is promptly forwarded to the appropriate party, in writing.
- We will aim to make a final response to you as soon as is practicable, and keep you reasonably informed as to progress. We anticipate that we will be able to provide a substantive response to most complaints within four weeks.
- If however this is not possible, we will update you as to progress and by the end of eight weeks from receipt of your complaint, we will issue you with our final response. If you are dissatisfied with that response or any further delay at this time, you will have a period of Six months in which you can refer the matter to the Financial Ombudsman Service, whose details are shown below.
When we provide our final response letter, we will endeavour to ensure that we have taken into consideration any financial losses or material inconvenience you may have suffered. If we do not feel that your complaint is justified, we will advise you of the reasons for our decision and we will also advise how you may pursue the complaint if you remain dissatisfied.
The Financial Ombudsman Service provides consumers with a free, independent service for resolving disputes with financial firms.
The Financial Ombudsman Service is available for complainants who satisfy the following criteria and must be made by (or on behalf of):-
- A consumer (private individual)
- A Micro-enterprise
- Other small businesses (with an annual turnover of below £6.5m, and less than 50 employees or with an annual balance sheet total of below £5 million
- A charity with an annual income of less than £6.5 million
- Trustees of a trust which has a net asset value of under £5 million
- A guarantor
Full explanations of the above eligibility criteria can be found in the FCA handbook – section 2.7.
The FOS Consumer Helpline is on 0800 023 4567 (free for people phoning from a “fixed line” (for example, a landline at home) or 0300 123 9 123 (calls to this number cost no more than calls to 01 and 02 numbers) and their address is:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR
Alternatively there is an online complaint facility via their website:
https://www.financial-ombudsman.org.uk/contact-us (opens in a new window)
Or you can email them at: complaint.info@financial-ombudsman.org.uk
