How to make a complaint

We are committed to providing you with the highest standard of service at all times. If at any time you have any concerns regarding the service you have received from us, please let us know.

The majority of complaints can be resolved quickly and satisfactorily by the department you are dealing with. It may be that we can resolve your complaint over the telephone and you can contact the relevant department on 0207 256 3100.

Should you feel that we have been unable to offer you a resolve by telephone, please email complaints@folgateltd.com or alternatively write to:

The Chief Operating Officer at Folgate Insurance Company Limited, 80 Leadenhall Street, London, EC3A 3DH.

Your complaint may require further investigation. If so, we will send you a written acknowledgement within 5 working days stating:

• How your complaint will be handled
• Who will handle your complaint
• What you need to do, if anything.

Your complaint will be investigated by one of our trained staff and a detailed response will be sent to you within 8 weeks of us receiving your complaint. If you have any concerns in the meantime, you can contact the person identified on the acknowledgement letter sent to you. Our response will either:

• Accept your complaint and offer some form of redress if necessary
• Reject the complaint giving full reasons for doing so
• Explain why we are not in a position to give you a final response and let you know when we expect to be able to provide it

If you are not satisfied with our final response or if we have been unable to resolve it within 8 weeks, you may be eligible to refer your complaint to the Insurance Division of the Financial Ombudsman Service at:

Exchange Tower, Harbour Exchange Square, London, E14 9SR.

You can also contact them on 0800 023 4567 (free from a landline), 0300 123 9123 (free from some mobile phones) or email them at complaint.info@financial-ombudsman.org.uk. Website: www.financial-ombudsman.org.uk.

Using these services does not affect your right to take legal action.

If your complaint relates to a policy of insurance, please follow the complaints procedure as detailed in your policy wording. If you require any assistance locating that procedure, please do not hesitate to contact us on 0207 256 3100.