Tysers Insurance Brokers | Complaints Handling Procedure

Complaints Handling Procedure

Tysers is committed to providing a professional and efficient service. However, if we do not deliver to these high standards of service, or if we make a mistake, we want to know.

If you wish to make a complaint, we will ensure that your complaint is handled fairly and promptly.

When you complain to us, and we have not been able to resolve it within three business days:

  • We will acknowledge receipt of your complaint promptly and no later than five working days
    after we receive it;
  • Your complaint will be investigated objectively taking into consideration all facts of the
    matter. If we require any additional information, we will request this. You should also send
    us any information you think may be relevant to your complaint.
  • We will send you a final response to your complaint setting out our findings as promptly as
    possible. However, if the complexity of the investigation means that we are unable to
    respond within:

    • 4 weeks of the date your complaint was received by us, we will write to you with a
      report on the progress of the investigation;
    • 8 weeks of the date your complaint was received by us, we will provide you with a
      further report on our progress (including the reason(s) why the delay has occurred)
      and notify you of an actual date by which we believe we will be able to provide you
      with our final response. Should Tysers be unable to resolve your complaint to your
      satisfaction at this stage, you may have a right to refer the complaint to the Financial
      Ombudsman Service.

The Financial Ombudsman Service (‘FOS’)

The FOS is an independent body established to consider complaints against firms like Tysers where
an “eligible complainant” is unhappy about the way their complaint has been handled by the firm or
the decision it has reached. FOS will consider matters referred to it by:

  •  A consumer;
  • A micro-enterprise which employs less than 10 persons and has a turnover or annual
    balance sheet that does not exceed EUR2 million;
  • A small business which is not a micro-enterprise and has an annual turnover of less than
    £6.5 million; and

    • employs fewer than 50 persons, or has a balance sheet total of less than £5 million
    • A charity with an annual income of less than £6.5 million;
    • A trustee or trust that has a net asset value of less than £5 million;
    • Professional clients and eligible counterparties, where the person is an individual acting for purposes outside his trade, business, craft or profession;
    • A guarantor.

The FOS will usually only consider a complaint if you are an eligible complainant and if we have been given the opportunity to resolve it first; and:

  • we have sent you a final response letter and you have referred your complaint to the FOS within 6 months of our final response letter; or
  • we have not sent a final response to your complaint with a decision within 8 weeks of us receiving it.

FOS contact details are as follows:
The Financial Ombudsman Service
Exchange Tower
E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
Telephone: 0800 023 4567
Mobile: 0300 123 9 123
Website: www.financial-ombudsman.org.uk

Contact Us:

Please do not hesitate to contact us if you have any queries or concerns at any time during our
review of your complaint. You may speak to your usual Tysers contact or contact:
Email: ukcomplaints@tysers.com
Telephone: 0161 419 3000