Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently and fairly. At all times we are committed to providing you with a high standard of service.

Our complaints procedure

If you wish to make a complaint concerning any aspect of the services provided by us regarding this insurance or claim, please contact:

Complaints Department
Independent Broking Solutions Limited
150 Minories London EC3N 1LS

Tel: +44 (0)20 7347 5670
email: jonathan.sprules@isgrp.co.uk

If the insurance is underwritten at Lloyd’s and you are not satisfied with the outcome and wish to take the matter further, you can do so at any time by referring the matter to:

Lloyd’s
Fidentia House Walter Burke Way Chatham Maritime Chatham
Kent, ME4 4RN

Tel: +44 (0)20 7327 5693
email: complaints@lloyds.com 

If you are not satisfied with the final response from Lloyd’s, or the insurer and:-

– you are a private individual, or
– you are a micro business, i.e. have an annual turnover of under EUR 2million and fewer than ten employees
– you are a small business which is not a micro-enterprise or part of a group, with an annual turnover of less than £6.5m, a balance sheet total of less than £5m and which employs fewer than 50 persons.
It may be possible for you to refer the matter to:

Financial Ombudsman Service
Exchange Tower,
Harbour Exchange
London, E14 9SR

Tel: +44 (0)20 7964 0500
email: complaint.info@financial-ombudsman.org.uk or web: www.financial-ombudsman.org.uk

This must be done within 6 months of the final response, without prejudicing your right to take legal action.