Complaints about your policy, claims, or underwriting
Regarding dealings with your insurer or your insurer's claim handlers
If your complaint is about the way in which the policy was sold to you or whether it meets your requirements, you should contact the insurer directly. Their contact information can be found in your Policy Wording and/or accompanying documentation.
Complaints about the website
Regarding the quote process, sale of the policy, and dealings directly with Eventinsurance.co.uk
It is our intention to provide you with a high level of customer service at all times. If there are occasions when we do not meet your standards please contact us.
If we can resolve your complaint to your satisfaction within 3 business days we will do so, and we will write to you to confirm the resolution. Note that a business day is defined as Monday to Friday, but excluding Bank Holidays.
If we have not been able to resolve your complaint to your satisfaction within 3 business days, we will keep you updated with our progress and provide you with our decision as quickly as possible. This will be in the form of a final decision letter from our Customer Relations Team.
Eventinsurance.co.uk is a trading name of Brokersure Ltd., a company registered in England with company number 06902336. This means should you fail to be satisfied with our final response, you will have access to the Financial Ombudsman Service (FOS). You can also ask the Ombudsman to review your case if we have not provided you with a final decision within 8 weeks of receiving your complaint.
The Financial Ombudsman Service can be contacted using the following information:
Website - www.financial-ombudsman.org.uk
Email - complaint.info@financial-ombudsman.org.uk
Phone - 0300 123 9123
Write - Financial Ombudsman Service, Exchange Tower, London, E14 9SR
The Ombudsman will review complaints from eligible complainants. An eligible complainant is defined as:
- a private individual;
- a business, which has a group annual turnover of less than €2m (approx. £1.6m) and fewer than 10 staff at the time the complainant refers the complaint to the respondent;
- a charity which has an annual income of less than £1m at the time the complainant refers the complaint to the respondent; or
- a trustee of a trust which has a net asset value of less than £1m at the time the complainant refers the complaint to the respondent.
