How to make a complaint

Our aim is to ensure that we provide you with the highest standard of service at all times.

If at any time you have any concerns regarding your contract of insurance, you should in the first instance refer to your insurance broker.

The majority of complaints can be resolved quickly and satisfactorily by the department you are dealing with.

Should you feel that we have been unable to offer you a resolve by telephone and you wish to make a complaint in relation to the service provided, you can do so at any time by contacting:

Folgate Underwriting Agency Ltd
80 Leadenhall Street
London
EC3A 3DH

Telephone: +44 (0) 207 256 3100
Email: complaints@folgateltd.com

Your complaint may require further investigation. If so, we will send you a written acknowledgment 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 acknowledgment letter. 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 who will independently consider your complaint free of charge 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.

Please note:

1. You must refer your complaint to the Financial Ombudsman Service within six months of the date of our final response.
2. The Financial Ombudsman Service will normally only consider a complaint from private individuals or from a business that:

1. 1. has an annual turnover of less than £6.5 million (or its equivalent in any other currency); and
   2. a balance sheet total of less than £5 million (or its equivalent in any other currency) or fewer than 50 employees.

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.