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We are committed to providing a high quality Insurance Service to all
our Clients. If something goes wrong we need you to tell us about it.
This will help us to improve our standards.
Our Complaints Procedure
If you are unhappy with any part of our service, please let us know
about it either by telephone or in writing. You should contact the
Compliance Dept. or any Director. They can be contacted on
0044(0)207 623 6262 or by fax on 0044(0)207 621 9042,
email: complianceofficer2@tysers.com. Any complaint by telephone
should be followed up in writing.
If the complaint is by telephone only, the member of staff with whom
you are dealing may respond immediately if they have the experience
and authority to do so. If they are unable to resolve the matter
immediately, then the following steps will be taken.
What will happen next
- We will send you a letter acknowledging your complaint and asking
you (if relevant) to confirm or explain the details. We will also let
you know the name of the person who will be dealing with your
complaint. You can expect to receive our letter within 5 working
days of our receipt of your complaint.
- We will record your complaint in our Central Register and open a
file for your complaint.
- We will then start to investigate your complaint, this may involve
one or more of the following steps:
- We will deal with your complaint at the earliest possible
opportunity and in any case we will let you have a written
response within 20 working days of receipt of the complaint.
- If, however, the complaint is sufficiently complicated to warrant
longer investigation, or it requires a review of information
outstanding from a third party, you will be advised accordingly.
- If a response cannot be given within 20 working days you will be
informed in writing of the reasons why we have been unable to
resolve the complaint and need more time to do so.
- We will advise you when you can expect to receive our final
response.
- If you are not satisfied once we have made a decision on your
complaint you can write to us again. We will then arrange to review
our decision. This will happen in one of the following ways:
- We will arrange for the Managing Director to review the complaint
within 10 days.
- The Compliance Director will review your complaint within 10 days.
In the case of private Clients and Commercial Clients with a turnover of
less than £1 million you have the right to refer the matter to
The Financial Ombudsman Scheme (FOS), to which we subscribe, at any
time during the Complaints Procedure. Contact details are as follows:-
The Financial Ombudsman Scheme
South Quay Plaza
183, Marsh Wall
London E14 9SR
Telephone: 020 7964 1000
Facsimile: 020 7964 1001
Email: financial-ombudsman.org.uk
If you take your complaint to the Financial Ombudsman Service (FOS),
they may wish to have access to the files that we hold in relation to your
insurances. Unless you request otherwise in writing, if we are requested
by FOS to provide any such files to them, we will pass on such files
without further reference to you.
Non-Related Complaints
If we receive a complaint which does not relate to the General Insurance
Product or the General Insurance Activity related service that we have
provided, or should more appropriately be referred to a different
Company or Organisation, we will advise you in writing within 5 working
days of receipt of the complaint and, where possible, provide details of
where the complaint should be re-directed.
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