Complaints

Aspey Lawrence & Co Ltd act on behalf of insurance companies or Lloyd's brokers. The procedure that will apply depends on whose behalf we act. To identify which procedure applies to you please refer to your policy wording.

If you have any doubt on which procedure applies to you, we are happy to help.

Procedure applicable where the insurer is an insurance company

It is always our intention to provide a first class service. In particular, our procedures are designed to ensure that we adhere to the FCA principle of Treating Customers Fairly. However, should you have any cause for complaint that our procedures are unfair or that we have not followed our stated terms of business, you should in the first instance contact the Managing Director at our offices at Victoria House, 1 Gloucester Road, Cheltenham GL51 8LN or telephone 01242 691000.

Your complaint will be formally acknowledged within five working days. A copy of our complaints procedure is available on request.

If you cannot resolve your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service at South Quay Plaza, 183 Marsh Wall, London E14 9SR, telephone 0845 080 1800 or visit www.financialombudsman.org.uk

FINANCIAL SERVICES COMPENSATION SCHEME

By virtue of being regulated by FCA we are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the scope of the FSCS prevailing at the time – see www.fscs.org.uk

Procedure applicable where the insurer is a Lloyd's syndicate. If you wish to ask Lloyd's to investigate your complaint you may do so by contacting:

In writing:

Complaints Team
Lloyd's One
Lime Street
London
EC3M 7HA
By email: complaints@lloyds.com
By phone: +44(0)20 7327 5693
By fax: +44 (0)20 7327 5225
Website: www.lloyds.com/complaints