Complaints

Our aim is to provide all of our clients with an excellent level of service, however we recognise that there may be occasions when you do not feel satisfied with the service you have received from us. Should you need to make a complaint please contact our Complaints Manager using any of the following methods:

Email: alison.howe@macbeths.co.uk

Post: Macbeth Insurance Brokers, Three Waterside Drive, Arlington Business Park, Theale, Reading, RG7 4SW

Tel: 0118 916 5480

 

We aim to resolve complaints within 3 business days following receipt, however if we can’t, we will write to you within five working days to acknowledge your complaint and provide details of our Customer Complaints Procedure, including who is dealing with your complaint.

We aim to provide a final response to your complaint within eight weeks from the date of receipt of your complaint and if we cannot we will outline the reasons for the delay and provide you with an indication of when you can expect to receive a response.

If you are dissatisfied with our final response, or we have been unable to provide our final response to your complaint you may be eligible to refer the matter to the Financial Ombudsman Service (FOS) free of charge. Details of the eligibility criteria can be found in our Customer Complaints Procedure or on the FOS website. If you do decide to refer your complaint to the Ombudsman you must do so within six months of the date of our final response.

The FOS offer an independent service for resolving disputes and you can contact the FOS by:

We will include a copy of the Financial Ombudsman Service’s leaflet in all resolution letters.

 

Lloyd’s of London Policyholders

If you are a Lloyd’s of London policyholder, you may if you wish, refer your complaint to Lloyd’s. Lloyd’s will investigate the matter and provide a final response. Lloyd’s contact details are as follows:

  • Lloyd’s Complaints Fidentia House Walter Burke Way Chatham Maritime Chatham ME4 4RN
  • Email: complaints@lloyds.com
  • Telephone: +44 (0)20 7327 5693
  • Website: www.lloyds.com/complaints
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