MakingAComplaint

You can raise a complaint with us in any of the following ways:

• By post: The Managing Director, Hammond Professional Indemnity Consultants Ltd, Somerset House, 37 Temple Street, Birmingham, B2 5DP
• By email: [email protected]
• By telephone: 0333 222 4257

When you contact us, please provide your name, contact details, the policy or quotation reference (if applicable), and a description of the issue and what you would like us to do to resolve it. The more detail we have at the outset, the more quickly we can investigate and respond.

How we will handle your complaint

We will acknowledge your complaint promptly and in writing. Our acknowledgement will confirm who is investigating the matter on your behalf. The investigation is carried out independently of any colleague directly involved in the matter complained of.

In most cases, we are able to resolve concerns quickly and informally. If we are able to resolve the matter to your satisfaction within three business days of receipt, we will send you a summary resolution communication confirming the outcome and your right to refer the matter to the Financial Ombudsman Service if you remain dissatisfied.

Where the matter is not resolved within that timeframe, we will continue to investigate and provide you with our final response within eight weeks of receiving your complaint, in line with the Financial Conduct Authority's complaint handling rules. If we are unable to provide a final response within eight weeks, we will write to you to explain why and tell you when you can expect to hear from us.

Referring your complaint to the Financial Ombudsman Service

If you are unhappy with our final response, or if eight weeks have passed since you raised your complaint and you have not received our final response, you may be entitled to refer the matter to the Financial Ombudsman Service.

The Financial Ombudsman Service is a free, independent service for resolving disputes between financial services firms and their customers. It can consider complaints from:

• consumers
• microenterprises (annual turnover under €2 million and fewer than 10 employees)
• small businesses (annual turnover under £6.5 million, with either fewer than 50 employees or a balance sheet under £5 million)
• charities with annual income under £6.5 million
• trusts with net asset value under £6.5 million
• guarantors of an obligation to one of the above

You have six months from the date of our final response to refer your complaint to the Financial Ombudsman Service.

Contacting the Financial Ombudsman Service

• By telephone: 0800 023 4567 (free from UK landlines and mobiles) or 0300 123 9123 (charged at the same rate as 01 and 02 numbers)
• From abroad: +44 20 7964 0500
• By post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
• Online: www.financial-ombudsman.org.uk

The Financial Ombudsman Service consumer helpline is open Monday to Friday from 8am to 8pm and on Saturdays from 9am to 1pm.