Complaints Policy

Complaints

Birchin Insurance Brokers Limited (“Birchin”) is committed to providing an excellent service to all our customers, but occasionally things can go wrong. We take all complaints seriously and endeavour to resolve all grievances promptly. So please let us know when you feel we have made a mistake or done something you find unsatisfactory. You will help us improve our service further.

How to Complain

If you have any concerns or wish to lodge a complaint, the first step is to contact us. It will help us if you mention your policy or claim reference number; so, it would be great if you could have that to hand.

Our contact details are Birchin Limited, Castlemead, Lower Castle Street, Bristol BS1 3AG – Tel: 0117 457 6970, and Email: [email protected].

Complaints Time

We endeavour to resolve your complaint within 3 working days and will send you a letter summarising how we have resolved your complaint within 5 business days of receiving your complaint.

If your complaint needs further investigation, we will send you an acknowledgement letter within 5 business days and give you the name of the person you should contact. We will have made a decision on your complaint within 8 weeks.

If, after making a complaint, you feel that the matter has not been resolved to your satisfaction, or we have not resolved your complaint within 40 business days, you may be able to complain to the Financial Ombudsman Service if you fall within these categories:

• A consumer
• A micro-enterprise which employs fewer than 10 persons and has a turnover or annual balance sheet that does not exceed £2 million
• A charity which has an annual income of less than £1 million at the time the complaint is made
• A trustee of a trust which has a net asset value of less than £1 million at the time the complaint is made
• A person acting for purposes which are outside that person’s trade, business or profession.
• Taking your complaint elsewhere If you are not satisfied with the response to your complaint that you receive from us, or have not received a response within eight (8) weeks, you may be entitled to complain to the UK Financial Ombudsman Service The Financial Ombudsman Details are:
  Address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
  Website: www.financial-ombudsman.org.uk
  Telephone: +44 (0) 8000 234567 or +44 (0) 300 123 9123