AssuredPartners International Limited Complaints Procedure
We are committed to providing a high standard of service, but we recognise at times things can go wrong. If you are unhappy with our service or products, please let us know so we can put things right. This Complaints Procedure explains how you can complain, what you can expect from us, and your rights under the Financial Conduct Authority’s (FCA) DISP rules.
1. How to Make a Complaint
You can make a complaint to us using any of the following methods:
- Telephone
- Post
If you wish to make a complaint, please select which branch of AssuredPartners your complaint is regarding in the list below.
2. What Happens After You Complain?
a. Acknowledgement
If we cannot resolve your complaint by the end of three business days, we will send you a written acknowledgement.
b. Investigating Your Complaint
We will investigate your concerns fairly, promptly, and transparently.
c. Final Response
We will issue our final response within eight weeks of receiving your complaint. If we are unable to do so, we will explain why and tell you when you can expect our final response. Where applicable, we will also inform you of your right to refer your complaint to the Financial Ombudsman Service.
3. If You Remain Dissatisfied – Your Right to the Financial Ombudsman Service (FOS)
If you are unhappy with our final response, or if eight weeks have passed since you first complained, you may be able to refer your complaint to the Financial Ombudsman Service.
If eligible, you must refer your complaint within six months of receiving our final response.
Financial Ombudsman Service
Website: www.financial-ombudsman.org.uk
Telephone: 0800 023 4567
Address: Exchange Tower, London, E14 9SR
4. Our Commitment to You
We aim to use complaints as an opportunity to improve our services. Every complaint is treated seriously, and we strive to resolve issues in a fair and constructive way.
If you would like this procedure in a different format or require additional support, please contact us.
Complaint Contacts
| Office Location | Contact |
|---|---|
| Birmingham, Chester | Lesley Cooper Eleven Brindleyplace, 2 Brunswick Square, Brindleyplace, Birmingham, West Midlands, B1 2LP, UNITED KINGDOM lesley.cooper@assuredpartners.co.uk +44 (0)1214 236200 |
| Cheltenham, Chippenham, Melksham, Newquay, Penzance, Plymouth, Saltash, Southampton, Stratford-upon-Avon, Taunton, Torquay, Treorchy | Dave Jones Unit 2, Saltash Parkway Industrial Estate, Saltash, Cornwall, PL12 6LF, UNITED KINGDOM dave.jones@assuredpartners.co.uk +44 (0)1752855132 |
| Exeter | Edward Hunt 6a Cranmere Court, Lustleigh Close, Matford Business Park, Exeter, Devon, EX2 8PW, UNITED KINGDOM edward.hunt@gm-insurance.co.uk +44 (0)1392 426 827 |
| Halifax, Harrogate, Leeds, Manchester, Nottingham | Simon Mabb Romero House, 8 Airport West, Lancaster Way, Yeadon, Leeds, West Yorkshire, LS19 7ZA, UNITED KINGDOM simon.mabb@romeroinsurance.co.uk +44 (0)1132818110 |
| Kent | Shelley Crocker Suite 184, 80 Churchill Square Business Centre, Kings Hill, West Malling, Kent, ME19 4YU, UNITED KINGDOM shelley.crocker@inevexco.co.uk +44 (0)1732 757616 |
| London | Ben Crabtree The Walbrook Building, 25 Walbrook, London, City Of London, EC4N 8AW, UNITED KINGDOM complaints@apldn.com +44 (0) 20 7337 6800 |
| Okehampton | Gillian Frances Cross Unit 15, Okehampton Business Centre, Higher Stockley Mead, Okehampton, EX20 1FJ, UNITED KINGDOM gillian@anchormaninsurance.co.uk +44 (0)183755777 |
| Rugby | Richard Wayman Boughton Leigh House, Brownsover Road, Rugby, Warwickshire, CV21 1AW, UNITED KINGDOM richard.wayman@cia-insurance.co.uk +44 (0)1788 818600 |
| Edinburgh, Fife, Fraserburgh, Hawick | Fiona Reid Albion House, Mitchelston Drive, Mitchelston Industrial Estate, Kirkcaldy, Fife, KY1 3LZ, UNITED KINGDOM fiona.reid@borlandinsurance.co.uk +44 (0)1312 216730 |
