A complaint is defined by the FCA as:
“any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service or a redress determination, which:
(a) alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience; and
(b) relates to an activity of that respondent, or of any other respondent with whom that respondent has some connection in marketing or providing financial services or products, which comes under the jurisdiction of the Financial Ombudsman Service.”
Should you wish to contact us via email, please use network dot compliance at teninsurance dot co dot uk.
If you would like to speak to a member of the team, please contact us on 01844 340 210
Please note we are open Monday to Friday – 9 am to 5:30 pm
We treat all complaints fairly and consistently to promptly determine the subject matter of the complaint and what action we need to take.
All complaints will be investigated by a suitably competent member of our team. Wherever possible, this responsibility will be allocated to a person who was not directly involved in the matter that is the subject of your complaint. The member of staff will either have the authority to settle your complaint or will have ready access to someone who has the authority.
We decide what remedial action or redress (or both) may be appropriate, taking into account all relevant factors.
You may contact us during our investigation. If the member of staff handling your complaint is not available, another member of our team will be able to help you.
We will aim to resolve your complaint within three business days after the date we receive it.
Where you have accepted our response to your complaint within three business days we will send you a summary resolution communication in which we:
If we are unable to resolve your complaint within three business days, we will send you a written acknowledgement of your complaint within five business days, giving you the name or job title of the individual handling the complaint (together with a copy of these complaint handling procedures).
We will take appropriate steps to keep you informed of the progress of the measures we are taking to resolve the complaint.
By the end of eight weeks after receipt of your complaint, we will send you:
You may accept our response and/or withdraw your complaint at any time during this process, even if we have not yet issued a final response. We ask that you confirm this is writing.
Our final response letter will inform you that, if you remain dissatisfied with our response, you may refer your complaint to the FOS. The usual time limit for referrals to the FOS is six months from the date we issue our final response.
Further information is available regarding the FOS at www.financial-ombudsman.org.uk.
For small businesses to be an eligible complainant for the FOS they must fulfil the following criteria:
If we know that a complainant is not eligible to refer to the FOS we will not refer to the FOS in our correspondence but we will explain how their complaint could be progressed if they remain dissatisfied with the resolution which we offer.
If the matter to which your complaint relates is the responsibility of another firm (for example an insurer), we will pass details to them, in writing, within five business days of receipt of your complaint and write to you to advise you of this.
Site map coming fairly soon...
...in the New Year probably.
The site map will be an aid to navigation around our various websites. Of course, these sites have just undergone a major structural update and things are still changing.
So, it’s a bit like when a supermarket periodically shifts things around, either, just for the hell of it, or, because they have decided to squeeze in a click & collect point, where the bread used to be.
As stuff relocates, consequently, leaving the signs above the ends of the aisles as they were before, could become confusing.
Our current situation here is very similar.
Mind you, whether before or after the reorganisation, you can never find the Tahini paste. You always have to ask.