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Complaints handling procedure

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:

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.
You may also write to The Compliance Director, Clark Thomson Insurance Brokers Ltd, 24
Whitefriars Street, Perth PH1 1PP or telephone us on 01738 494402.
It is suggested you put details of your complaint in writing to ensure a full understanding of the points being raised.

 

Steps we will take to deal with your complaint:

We will acknowledge receipt of your complaint within 5 working days.
We will fully investigate the circumstances of your complaint and if after 4 weeks our investigations have not been concluded we will notify you in writing and indicate when we expect to contact you again.
We will always aim to complete an investigation within 8 weeks but if for any reason our investigation is not concluded within this period we will write to you again, informing you of the reasons for the delay. If you are not satisfied with our progress you may be entitled to refer the complaint to the Financial Ombudsman Service (FOS).
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, Exchange Tower, Harbour Exchange Square, London E14 9SR (www.financial-ombudsman.org.uk) or e-mail complaint.info@financialombudsman.org.uk. The telephone number is 0800 023 4567. The FOS is available to Retail (private) customers and Commercial customers, which employ fewer than ten persons and whose annual turnover and/or annual balance sheet does not exceed € 2M (Euros).

 

Clark Thomson Complaints Procedure January 2016 – V2

Call us on 0800 84 94 240 or