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Complaints Policy

Alderley Insurance Brokers is committed to delivering a high standard of service at all times. However, if you are dissatisfied with any aspect of our service, we take your concerns seriously and will aim to resolve them promptly, fairly and transparently.

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Our Commitment

We aim to:

  • Acknowledge your complaint promptly

  • Investigate the matter thoroughly and impartially

  • Keep you informed of progress

  • Provide a clear and reasoned response

  • Resolve complaints as quickly as possible

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How to Make a Complaint

If you wish to make a complaint, please contact us as soon as possible on our office telephone 01625 708 966 or by writing to Toby Spence, Alderley Insurance Brokers, 3000 Aviator Way, Manchester, M22 5TG or tspence@alderleyinsurance.com. 

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To help us investigate your complaint efficiently, please provide:

  • Your name and contact details

  • Your policy or reference number, where applicable

  • A clear description of your concern

  • Any relevant supporting information

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What Happens Next

Acknowledgement

We will acknowledge your complaint promptly, typically within five business days of receipt.

Investigation

Your complaint will be reviewed by an appropriate member of our team who was not directly involved in the matter where possible. We will conduct a fair and balanced investigation, reviewing all relevant information.

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Final Response

We aim to issue a final response within eight weeks of receiving your complaint. Our response will outline:

  • The outcome of our investigation

  • The reasons for our decision

  • Details of any remedial action, where appropriate

  • Information about your right to refer the matter to the Financial Ombudsman Service if you remain dissatisfied

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Financial Ombudsman Service

If you are an eligible complainant and are not satisfied with our final response, or if eight weeks have passed since you first raised your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

The Financial Ombudsman Service is an independent body established to resolve disputes between consumers and financial services firms.

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Contact details for the Financial Ombudsman Service (FOS)

0800 023 4567

www.financial-ombudsman.org.uk

Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR

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Regulatory Information

Alderley Insurance Brokers is regulated and authorised as required under UK financial services legislation. We handle complaints in line with the rules set out by the Financial Conduct Authority.

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Continuous Improvement

We record and analyse complaints to identify trends and improve our service standards. Feedback, whether positive or negative, helps us enhance the experience we provide to our clients.

If you have any concerns about our service, we encourage you to contact us so we can work towards a resolution.

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