At Wedgewood Brokers Ltd, we are committed to providing you with a high standard of service at all times. However, if you are unhappy with any aspect of our service, we want to hear from you so that we can put things right as quickly as possible.
What is a complaint?
A complaint is any expression of dissatisfaction (whether justified or not) about the provision, or failure to provide, a financial service. This includes any allegation that you have suffered (or may suffer) financial loss, material distress, or material inconvenience.
How to make a complaint
You can complain in any of the following ways:
- By email: enquiries@wedgewoodbrokers.co.uk
- By post: Complaints Manager, Wedgewood Brokers Ltd, Address pending
- By telephone: 0800 123 4567 (please ask for the Complaints Handler)
We treat all complaints seriously and will handle them fairly, consistently, and promptly. You do not need to use any special form, a simple email or letter explaining your concerns is sufficient.
What happens when you complain?
Acknowledgement
We will normally send you a written acknowledgement within 5 business days of receiving your complaint. This will include the name and contact details of the person who will be investigating your complaint.
Investigation
We will investigate your complaint thoroughly and impartially. This may involve contacting you for further information.
Response times
If we can fully resolve your complaint by the close of the third business day following receipt, we will send you a summary resolution communication explaining the outcome.
In all other cases, we aim to provide a final response within 8 weeks of receiving your complaint. If we are unable to respond within 8 weeks, we will write to you explaining the reasons for the delay and when you can expect our final response.
Our final response will clearly explain:
- Our understanding of your complaint
- The outcome of our investigation
- Any offer of redress or remedial action (if applicable)
- Your right to refer the matter to the Financial Ombudsman Service if you remain dissatisfied
If you are still unhappy
If you are not satisfied with our final response (or if we have not responded within 8 weeks), you may refer your complaint to the Financial Ombudsman Service (FOS), which is a free, independent service for resolving disputes with financial firms.
You must refer your complaint to the FOS within 6 months of the date of our final response letter (or summary resolution communication).
Contact details for the Financial Ombudsman Service
- Website: www.financial-ombudsman.org.uk
- Telephone: 0300 123 9 123 (or 0800 023 4567)
- Email: complaint.info@financial-ombudsman.org.uk
- Post: Exchange Tower, Harbour Exchange Square, London E14 9SR
Further information about the FOS and whether your complaint is eligible can be found on their website.
Our commitment to you
We will:
- Handle your complaint fairly and without charge
- Keep you informed of progress
- Learn from any complaints received to improve our service
- Maintain records of all complaints in line with FCA rules
This procedure applies to complaints about the services provided by Wedgewood Brokers Ltd as an insurance intermediary. If your complaint relates directly to the actions of an insurer (for example, claim handling), we will forward it to the relevant insurer where appropriate and keep you informed.
If you would like a copy of this procedure in another format, please let us know.