Complaint Process
At Clark Thomson Insurance Brokers Ltd we take complaints seriously. We hope you find our service meets your expectations, however, we do realise that in any organisation situations can arise which are not satisfactory for all parties.
Steps you can take to inform us of a complaint: ü Should you have any complaints about the service provided, please, in the first instance, contact the Manager at our local office handling your insurance arrangements. ü You may also write to The Compliance Director, Clark Thomson Insurance Brokers Ltd, 400-410 Perth Road, Dundee, DD2 1JQ or telephone us on 01382 646454 ü It is suggested you put details of your complaint in writing to ensure a full understanding and of the points being raised.
Steps we will take to deal with your complaint: ü We will acknowledge receipt of your complaint with 5 working days ü We will fully investigate the circumstances of your complaint and if after 4 weeks our investigations have not concluded we will notify you in writing, and if you are not happy with progress to date you may be entitled to refer the complaint to the Financial Ombudsman Service (FOS). ü We will endeavour to act fairly and reasonably at all times and provide you with a professional service. If you cannot resolve your complaint with us, you may be entitled to refer it to the FOS to which we subscribe. The contact details are as follows:
The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR or e-mail financial-ombudsman.org.uk The telephone number is 0207 964 1000. The FOS is available to Consumer (private) customers and Commercial customers with a turnover of less than £1,000,000.
We are covered by the Financial Services Compensation Scheme (FSCS) and you may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 100% of the first £2,000 and 90% of the remainder of the claim, without any upper limit. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit. Further information about compensation scheme arrangements is available from the FSCS.
ü Should you have any complaints about the service provided, please, in the first instance, contact the Manager at our local office handling your insurance arrangements. ü You may also write to The Compliance Director, Clark Thomson Insurance Brokers Ltd, 400-410 Perth Road, Dundee, DD2 1JQ or telephone us on 01382 646454 ü It is suggested you put details of your complaint in writing to ensure a full understanding and of the points being raised.
Steps we will take to deal with your complaint: ü We will acknowledge receipt of your complaint with 5 working days ü We will fully investigate the circumstances of your complaint and if after 4 weeks our investigations have not concluded we will notify you in writing, and if you are not happy with progress to date you may be entitled to refer the complaint to the Financial Ombudsman Service (FOS). ü We will endeavour to act fairly and reasonably at all times and provide you with a professional service. If you cannot resolve your complaint with us, you may be entitled to refer it to the FOS to which we subscribe. The contact details are as follows:
The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR or e-mail financial-ombudsman.org.uk The telephone number is 0207 964 1000. The FOS is available to Consumer (private) customers and Commercial customers with a turnover of less than £1,000,000.
We are covered by the Financial Services Compensation Scheme (FSCS) and you may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 100% of the first £2,000 and 90% of the remainder of the claim, without any upper limit. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit. Further information about compensation scheme arrangements is available from the FSCS.
ü It is suggested you put details of your complaint in writing to ensure a full understanding and of the points being raised.
Steps we will take to deal with your complaint: ü We will acknowledge receipt of your complaint with 5 working days ü We will fully investigate the circumstances of your complaint and if after 4 weeks our investigations have not concluded we will notify you in writing, and if you are not happy with progress to date you may be entitled to refer the complaint to the Financial Ombudsman Service (FOS). ü We will endeavour to act fairly and reasonably at all times and provide you with a professional service. If you cannot resolve your complaint with us, you may be entitled to refer it to the FOS to which we subscribe. The contact details are as follows:
The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR or e-mail financial-ombudsman.org.uk The telephone number is 0207 964 1000. The FOS is available to Consumer (private) customers and Commercial customers with a turnover of less than £1,000,000.
We are covered by the Financial Services Compensation Scheme (FSCS) and you may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 100% of the first £2,000 and 90% of the remainder of the claim, without any upper limit. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit. Further information about compensation scheme arrangements is available from the FSCS.
ü We will acknowledge receipt of your complaint with 5 working days ü We will fully investigate the circumstances of your complaint and if after 4 weeks our investigations have not concluded we will notify you in writing, and if you are not happy with progress to date you may be entitled to refer the complaint to the Financial Ombudsman Service (FOS). ü We will endeavour to act fairly and reasonably at all times and provide you with a professional service. If you cannot resolve your complaint with us, you may be entitled to refer it to the FOS to which we subscribe. The contact details are as follows:
The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR or e-mail financial-ombudsman.org.uk The telephone number is 0207 964 1000. The FOS is available to Consumer (private) customers and Commercial customers with a turnover of less than £1,000,000.
We are covered by the Financial Services Compensation Scheme (FSCS) and you may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 100% of the first £2,000 and 90% of the remainder of the claim, without any upper limit. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit. Further information about compensation scheme arrangements is available from the FSCS.
ü We will endeavour to act fairly and reasonably at all times and provide you with a professional service. If you cannot resolve your complaint with us, you may be entitled to refer it to the FOS to which we subscribe. The contact details are as follows:
The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR or e-mail financial-ombudsman.org.uk The telephone number is 0207 964 1000. The FOS is available to Consumer (private) customers and Commercial customers with a turnover of less than £1,000,000.
We are covered by the Financial Services Compensation Scheme (FSCS) and you may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 100% of the first £2,000 and 90% of the remainder of the claim, without any upper limit. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit. Further information about compensation scheme arrangements is available from the FSCS.
The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR or e-mail financial-ombudsman.org.uk The telephone number is 0207 964 1000. The FOS is available to Consumer (private) customers and Commercial customers with a turnover of less than £1,000,000.
We are covered by the Financial Services Compensation Scheme (FSCS) and you may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 100% of the first £2,000 and 90% of the remainder of the claim, without any upper limit. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit. Further information about compensation scheme arrangements is available from the FSCS.
 Chartered Insurance Brokers |
Clark Thomson Insurance Brokers Ltd is authorised and regulated by the Financial Services Authority |
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