Our Complaints Procedure

Our Complaints Procedure

We seek to provide a high quality and excellent service.  If, on any occasion our service falls below the standard you expect, you should communicate directly to:

Peter Blanc,
Group Chief Executive Officer,
Aston Scott Ltd
Malling House,
West Malling,
Kent
ME19 6QL

Tel: 01732 389915
Email: peterblanc@astonscott.com

It is the company’s policy to acknowledge your complaint within five business days and provide you with a written response within twenty business days.

If after making a complaint you are still not satisfied, you may be entitled to refer the matter to the Financial Ombudsman Service as long as:

  • You are a consumer.
  • If you are a non-consumer – your business has an annual turnover of less than two million euros and fewer than ten employees or if you are a charity, your annual income is less than £1m.

The Insurance Conduct of Business Sourcebook (ICOBS) defines a consumer as: “any natural person who is acting for purposes which are outside his profession” and a non-consumer as “a customer who is not a consumer”.

Financial Ombudsman Service contact details:

Exchange Tower,
Harbour Exchange Square,
London,
E14 9SR

Tel: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: http://www.financial-ombudsman.org.uk/

If your insurance is provided by Underwriters at Lloyd’s you are entitled to refer the matter to the Complaints team at Lloyd’s. Full details of Lloyd’s Complaints procedures are available at: www.lloyds.com/complaints.

In the event that you wish to make a complaint you may contact us as per the details above.

Should you remain dissatisfied with the response that you receive from us, 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:

Complaints
Fidentia House, Walter Burke Way, Chatham Maritime, Chatham, Kent, ME4 4RN
Tel: +44 (0)20 7327 5693
Fax: +44 (0)20 73275225
Email: complaints@lloyds.com

If you remain dissatisfied after Lloyd’s has considered your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS) as per the details above.

If you have purchased your policy online you can also make a complaint via the EU’s online dispute resolution (ODR) platform. The website for the ODR platform is: http://ec.europa.eu/odr

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