Complaint procedure

We are committed to providing a high standard of service and learning from the feedback our customers give us. If you are unhappy with any aspect of our products or services, or how we have handled your personal data, please let us know using the details below:

Financial & Legal Insurance Company Limited
5400 Lakeside
Cheadle Royal Business Park
Cheadle
Cheshire
SK8 3GQ

By Telephone: 0161 603 2230

By Email: [email protected]

Some issues may meet the definition of a complaint under the guidelines set by our regulator, the Financial Conduct Authority (FCA).
If this applies, we will confirm this in our acknowledgement letter. We will then follow the FCA’s complaint handling process to ensure your concerns are reviewed appropriately.

We will:

• acknowledge your complaint promptly
• assign a dedicated complaint expert to handle your case
• carry out a thorough and impartial review
• keep you updated on progress
• work to resolve the matter as quickly as possible
• provide a written response within 8 weeks of receiving your complaint, either setting out the outcome or explaining why we’re not yet able to do so

Our aim is always to resolve your concerns fairly. If you’re not satisfied with our response, or if you have additional information that may help, we’re happy to review your case again.

If we do not resolve your complaint within eight weeks, or if you are dissatisfied with our final response, you may be eligible to refer your complaint to the Financial Ombudsman Service (FOS) for an independent review. The FOS is a free and impartial service. If you wish to refer your complaint, you must do so within six months of our final response. While we are legally bound by the Ombudsman’s decision, you are not, and referring your complaint will not affect your legal rights.

Please note that the Financial Ombudsman Service can only consider complaints once we have had the opportunity to investigate and respond.

Discover more about how the Financial Ombudsman Service works.

Complaints about our non-regulated products and services
If your complaint does not fall under the Financial Conduct Authority (FCA) definition, we will still handle your concerns with the same care and attention. However, you may not have the right to refer your complaint to the Financial Ombudsman Service (FOS), as this depends on whether your complaint is eligible and within their remit.

Complaints about your personal data
If your complaint relates to how we collect, use, store or handle your personal data, we will:

• manage your complaint in line with our Data Protection Complaints Procedure
• acknowledge your complaint within one month of receiving it
• work to resolve your concerns as quickly as possible

Our aim is to resolve your concerns fairly. If you’re not satisfied with our response, you have the right to raise your complaint with the Information Commissioner’s Office (ICO), the UK’s independent authority for data protection.