Our complaints procedure

At Fidentia Insurance we pride ourselves on the long standing relationships we build with clients over the years and the high quality service we deliver. If you are unhappy with the service you have received, please tell us.

Our key objective when handling complaints is to ensure all customers are treated fairly and a consistent approach is taken for recording, responding to and dealing with complaints.

It is very important that all staff identify and handle complaints properly, in line with Fidentia’s procedures, to ensure our service standards are met. This in turn means Fidentia continues to meet the requirements of the Financial Conduct Authority.

For a copy of our complaints handling procedure document and more detailed information about our complaints handling approach, please contact us on tel: +44 (0) 20 3150 0080 or Email: info@fidentiains.com

If you wish to make a complaint

If you wish to make a complaint, please contact a Director at:

Fidentia Insurance Brokers Limited

4th Floor CR, Lloyds Avenue House, 6 Lloyds Avenue, London, EC3N 3AX.

Telephone: +44 (0)20 3150 0080

Fax: +44 (0)20 3150 0081

Email: info@fidentiains.com

Lloyd's policies

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 and the Complaints team’s contact details are as follows:

Lloyd's, 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

Financial Ombudsman Service

Should you remain dissatisfied with the response that you receive from us, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services. The FOS’s contact details are as follows:

Financial Ombudsman Service, Exchange Tower. London. E14 9SR

Email: complaint.info@financial-ombudsman.org.uk

Telephone: : +44 (0)300 123 9 123

Website: www.financial-ombudsman.org.uk/