Complaints Procedure – UK
Providing a first class service to our customers is very important to Carole Nash Insurance Consultants Ltd. However, we accept that things may go wrong from time to time and if they do, we are keen to listen to your views so that we can learn from any mistakes and improve our service wherever possible. With this in mind, the following procedure is in place to ensure you are kept fully up to date with the progress of your complaint and also to guarantee your complaint is managed fairly and promptly.
A Compliance and Risk Officer will be appointed to undertake an investigation into your complaint.
We will aim to conclude our investigation within five working days. If however, we are unable to finalise your complaint within this timescale, we will write to acknowledge your complaint. If after four weeks we are still not in a position to resolve your complaint, we will write to update you on the present position of the investigation. We will also advise you of a date of when we anticipate the complaint will be completed (this will be within eight weeks of receipt of your complaint).
We will then write our response letter to you, confirming our findings and stating any financial redress, if applicable. We will also advise if your complaint has been upheld or rejected. Our response letter will be classed as our final response
If, upon receipt of our final response letter, you are not fully satisfied with the outcome of our investigation, you may refer your complaint to the Financial Ombudsman Service (FOS) within six months of the date of our letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if it believes that the delay was as a result of exceptional circumstances.
The FOS is an independent organisation that operates according to the rules made by the Financial Conduct Authority.
FOS contact details: The Financial Ombudsman Service (UK) Exchange Tower, Harbour Exchange Square, London, E14 9SR
Any decision made by the FOS is only binding on the Insurer and Carole Nash Insurance Consultants Ltd and you remain free to take action in court.
This procedure for the handling of complaints is entirely without prejudice to your rights in English Law and you are free at any stage to seek legal advice and take legal action.