Complaints

Our aim is to provide a first class service, however, if you wish to register a complaint, please contact us by writing to Complaints Manager, Access Insurance Services, Selsdon House, 212-220 Addington Road, South Croydon, Surrey, CR2 8LD, or by phone +44 (0)20 8651 7420.

Wherever possible, we will endeavour to resolve your complaint by close of business the next day. If this has not been possible we will acknowledge your complaint promptly, in writing, with details of the individual who will be handling the matter in our office, together with a copy of our full complaints procedure. Where your complaint is in relation to our activities as your agent in arranging the policy, we will investigate your complaint and aim to provide you with a final response within eight weeks, following which you may be entitled to refer it to the Financial Ombudsman Service if you remain unsatisfied.

If your complaint relates to our activities on behalf of Underwriters, we will fully investigate your complaint and write to you within two weeks with our response, or keep you informed as to why this is not possible. At that time, if you remain dissatisfied with the outcome of your complaint, and if your policy is underwritten at Lloyd’s you have the right to refer the matter to the Policyholder and Market Assistance team at Lloyd’s who will then conduct a full investigation of your complaint and provide you with a written final response within 8 weeks. Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” available at: www.lloyds.com/complaints or from the address below:

Complaints

Lloyd’s
One Lime Street
London EC3M 7HA
Telephone: +44 (0)207 327 5693
Fax: +44 (0)207 327 5225
Email: complaints@lloyds.com

If your policy is not underwritten at Lloyds or if you remain dissatisfied after Lloyd’s has considered your complaint, you may be able to refer the matter to the Financial Ombudsman Service, and eligible complainants will have a period of six months to do so. The FOS contact details are:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Telephone: 0800 023 4567 / 0300 123 9123, or +44 (0)20 7964 0500 for calls from outside the UK
Fax: 020 7964 1001
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk