Important General Information
By law we are required to make you aware of certain information. Please take the time to read this carefully before agreeing to our terms of business.
If you have any difficulty understanding this and require assistance please contact us or seek professional guidance.
You can pursue your complaint free of any charges if you so wish by raising the matter directly with the product provider. Please bear in mind, however, that you will be representing yourself from beginning to end. If you are not happy with the insurance company or third party decision you can take your complaint to the Financial Ombudsman Service (FOS). The FOS provides a free and independent mediation service. However please bear in mind that they do not take sides and reach a view based on the strength of evidence and information that has been provided to them. We have considerable experience of dealing with the FOS and naturally we would look to use this in order to try and secure the best possible out come for you.
Once we receive instructions from you we will be acting on your behalf. We will begin by submitting details of your concerns to the insurers or other third party. In line with FSA rules they have 5 business days in which to acknowledge the complaint and are usually expected to complete their investigation within 8 weeks of receipt. If the complaint is not resolved within 4 weeks they are duty bound to inform you of the progress made and the likely timescale to finish their enquiries. If the investigation is still not complete after 8 weeks the third party must inform you of your right to refer the matter to the Financial Ombudsman Service.
Throughout the complaint process we will endeavour to keep you informed of developments so that you are able to make informed decisions as required or to provide us with further information or evidence as appropriate.
Please ensure that you read carefully, understand and retain any complaint documentation. Where you are required to check forms, please ensure that you do so promptly and complete them where necessary. If you receive any communication regarding your complaint direct from the product provider, it is important that you let us know immediately. All statements and answers remain your responsibility.
When instructed you should provide us with all documents (including those in an electronic format) that are relevant to the claim.
Our fee is 20% plus VAT of any compensation secured. By compensation and in cases where we secure you a refund of your premiums/investment plus interest we mean the amount over and above the value of your plan. So for example if your plan is worth £10,000 and we secure you £18,000 your compensation amount is £8,000 and our fee will be 20% of this plus VAT (£1,920). In some cases the insurance company will have already paid you a surrender value, maturity value or the plan may have lapsed without value. In these cases our charge will be 20% plus VAT of the amount secured. There is no charge if we do not secure any compensation for you.