Tysers is committed to providing a professional and efficient service. However, if we do not deliver to these high standards of service, or if we make a mistake, we want to know.
If you wish to make a complaint, we will ensure that your complaint is handled fairly and promptly.
How to make a complaint
If you wish to complain, you may advise any member of our staff or contact us by:
Writing to:
Tysers Insurance Brokers Limited
70 Fenchurch Street, London
EC3M 4BR
Email: ukcomplaints@tysers.com
Phone: +44 20 3037 8000
- We aim to resolve your concerns, whenever possible, by close of business on the third working day. If this is not possible, we will promptly acknowledge your complaint in writing no later than five working days after receipt.
- If your complaint concerns the provision of (or failure to provide) a service by another firm authorised by the Financial Conduct Authority, such as an insurer, we will promptly refer your complaint in writing to the firm. In these circumstances we will provide you with the full contact details for the firm and, if the other firm is solely responsible, our final response.
- Where applicable, we will carefully consider, as part of our review of the complaint whether we have acted to deliver good customer outcomes in accordance with the FCA’s Consumer Duty requirements. Where we find that we have not met regulatory expectations, we will act to put things right.
- We will endeavour to resolve your complaint at the earliest possible stage. We will thoroughly investigate the matter and will usually send our final response to you in writing no later than eight weeks after receipt of your complaint.
- We will keep you regularly informed of our progress and the measures being taken to resolve your complaint. Where investigations are ongoing, we will issue a letter to you four weeks following the receipt of the complaint, explaining why we have been unable to resolve your complaint and indicate when we will make further contact. You are welcome to contact us at any time to check the status of our investigation.
If, after eight weeks, you are still waiting for us to respond, we will write to you explaining why we have been unable to conclude your complaint and the options available to you.
The Financial Ombudsman Service (FOS)
The FOS is an independent body established to consider complaints against firms like Tysers where an “eligible complainant” is unhappy about the way their complaint has been handled by the firm or the decision it has reached. FOS will consider matters referred to it by:
- A consumer;
- A micro-enterprise which employs less than 10 persons and has a turnover or annual balance sheet that does not exceed EUR 2 million;
- A small business which is not a micro-enterprise and has an annual turnover of less than £6.5 million;
- Employs fewer than 50 persons, or has a balance sheet total of less than £5 million;
- A charity with an annual income of less than £6.5 million;
- A trustee or trust that has a net asset value of less than £5 million;
- Professional clients and eligible counterparties, where the person is an individual acting for purposes outside his trade, business, craft or profession;
- A guarantor.
The FOS will usually only consider a complaint if you are an eligible complainant and if we have been given the opportunity to resolve it first; and
- we have sent you a final response letter and you have referred your complaint and if we have been given the opportunity to resolve it first; and
- we have not sent a final response to your complaint with a decision within 8 weeks of us receiving it.
FOS contact details are as follows:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
Telephone: 0800 023 4567
Mobile: 0300 123 9 123
Website: www.financial-ombudsman.org.uk
Lloyd’s
If you are a Lloyd’s policyholder and are dissatisfied with our handling of your complaint you may refer your complaint to the complaints team at Lloyd’s. The address of the complaints team at Lloyd’s is:
Complaints
Lloyd’s
Fidentia House
Walter Burke Way
Chatham Maritime
Kent, ME4 4RN
Tel No: 0207 327 5693
Fax No: 0207 327 5225
Email: complaints@lloyds.com
Website: www.lloyds.com/complaints
Details of the Lloyd’s complaints procedure are set out in the leaflet “Your Complaint – How We Can Help” available at the above web address. Submitting your complaint to the Lloyd’s complaints team will not affect your right to use the Financial Ombudsman (FOS) as outlined above, if eligible, should you not be satisfied with Lloyd’s response.
Contact Us
Please do not hesitate to contact us if you have any queries or concerns at any time during our review of your complaint. You may speak to your usual Tysers contact or contact:
Email: ukcomplaints@tysers.com