Complaints Procedure

We hope you will be happy with our services. However, if for any reason you are dissatisfied with any aspect of the service you may make a complaint by any reasonable means which can include telephone, email or letter. Our contact details in order to make a complaint are:

Chandler Simmons
Meridian House,
CW7 3QG.

Telephone queries can be made to 0161 989 5900.

Or by email to

Once your complaint has been received it will be acknowledged promptly and you will be contacted by Sue Gorton, our claims processing manager. She will endeavour to resolve the issues with you. If the complaint can be resolved to your satisfaction informally, she will issue you with a summary resolution communication which will detail our understanding of your complaint and how it was resolved.

If Sue is unable to resolve the complaint to your satisfaction within 3 working days, the complaint will be passed to our complaints officer. She will not have had any direct dealings with your case and will carry out a thorough and impartial investigation of your complaint. Once she has completed the investigation, she will provide you with a final written response, detailing our understanding of your complaint, our findings and any resolution we intend to offer as soon as possible, and in any event within 8 weeks from the date of your complaint. In the unlikely event that we are unable to deal with your complaint within 8 weeks we will write to you to explain why.

If you are not happy with our final response or we have not provided you with a response within 8 weeks, then you can contact the Financial Ombudsman Service. The Financial Ombudsman Service is a free, impartial and independent service set up by the Government which deals with complaints about the service you have received.

You must complain to the Financial Ombudsman Service within six months of receiving a final response to your complaint from us specifying your right to complain to the Ombudsman and of the six-month time limit. A complaint to the Ombudsman must also be made not more than six years after the act or omission complained about or not more than three years from the date when you should reasonably have known that there were grounds for complaint.

Further details about how to make a complaint to the Financial Ombudsman Service can be obtained from their website at: