Complaints Process

Complaints & FOS



Our Complaints Procedure


It is our intention to provide you with the highest possible level of customer service at all times. However we recognise that things can go wrong occasionally and if this occurs we are committed to resolving matters promptly and fairly. Should you wish to complain you may do so:

1) In person, by visiting your local office

2) In writing to the Complaints Manager: -Hope Edwards House,  Main Road, Dorrington, SY5 7JW | 01743 299253 |


Lloyd’s Complaints Procedure


If your policy is arranged with a Lloyd’s syndicate and you wish Lloyd’s to investigate your complaint you can contact them either in writing at

By email:

 By phone: +44 (0)20 7327 5693

 By fax: +44 (0)20 7327 5225


Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” available at and are also available from the above address.


FOS Statement


Should you not be satisfied with the final response, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS). More information is available on request or on their website,