Our Customer Complaints Procedure
We are committed to providing a high standard of service and to dealing with complaints promptly, fairly and impartially.
How to make a complaint
You can complain free of charge by telephone, email, post or in person. Please tell us what happened, when it happened, the outcome you are seeking and any relevant policy or reference number. Contact us at: Cathy Pritchard, Operations and Compliance Manager, David Roberts & Partners (Insurance Brokers) Limited, Southport Business Park, Wight Moss Way, Southport PR8 4HQ. Email: cpritchard@drpinsurance.com Telephone number: 01704 508 400.
We will accept a complaint made on your behalf by an authorised representative. Please tell us if you need information in another format or language, or any other reasonable adjustment to help you communicate with us.
What we will do
We will record your complaint, investigate it competently, diligently and impartially, assess it fairly and keep you reasonably informed of our progress. We will use complaints and customer feedback to identify and address any recurring or systemic issues.
Early resolution
If we resolve your complaint by close of the third business day after receiving it, we will send you a written summary resolution communication. This will summarise the complaint, confirm that we consider it resolved and explain that you may refer it to the Financial Ombudsman Service (FOS) if you remain dissatisfied. It will provide the FOS website address and the required information about applicable referral time limits.
Acknowledgment
Unless we resolve your complaint by close of the third business day and send a summary resolution communication, we will send you a prompt written acknowledgement. This will confirm that we have received and are dealing with your complaint, identify who is handling it and explain that we will send the appropriate written response within eight weeks of receipt.
Keeping you informed
We will keep you reasonably informed while we investigate. We may ask you for further information and will tell you if there is a material reason for delay.
Providing our final response
By the end of eight weeks after receiving your complaint, we will send either a final response or a written response explaining why we are not yet able to provide one and when we expect to do so.
A final response will explain our findings and whether we accept the complaint, offer redress or remedial action, or reject it with reasons. It will explain your right to refer the complaint to FOS if you remain dissatisfied, include the FOS website address and explanatory leaflet, and contain the required wording on referral time limits. If we cannot provide a final response within eight weeks, our written response will explain your right to refer the complaint to FOS at that point and will include the same FOS information.
The Financial Ombudsman Service
FOS is a free and independent service. If you are eligible, you may ask FOS to consider your complaint after we have issued our final response or once eight weeks have passed since we received it. You will normally need to refer your complaint within six months of the date of our final response. FOS will confirm whether it can consider your complaint.
Contact FOS online at www.financial-ombudsman.org.uk, by telephone on 0800 023 4567, or by post at Financial Ombudsman Service, Exchange Tower, London E14 9SR. You may contact FOS for general guidance at any stage, although it will not normally investigate until we have issued our final response or the eight-week period has expired. Using our complaints procedure or FOS does not normally affect your legal rights.