We are committed to offering our clients a fantastic service and have set our standard very high. We acknowledge that from time to time we may not get this quite right and fall foul of meeting your expectations. When this does happen, we have processes in place to deal with any complaint in a professional and timely manner.
Should the need arise for you to make a complaint, in the first instance you should contact us.
The quickest way to do this is by email – enquiries@topsailinsurance.com
Alternatively, you can do so in writing to:
The Compliance Manager,
Topsail Insurance Ltd.,
Lytchett House,
13 Freeland Park,
Wareham Road,
Poole,
Dorset,
BH16 6FA
Where a complaint arises we will, wherever possible, endeavour to resolve the matter by no later than the close of business the third working day following receipt. If this is not possible, to enable us to remedy the situation in a speedy and efficient manner, we have a documented, formal complaints procedure, details of which are shown below.
- We will acknowledge your complaint as soon as possible, reassuring you that we will be dealing with this as a matter of urgency, giving you details of who will be handling the matter in our office or the office of the insurer , and details of the service of the Financial Ombudsman Service (FOS) where this applies.
- Should your complaint relate to the activities or services provided by a third party, we will advise you of this in writing giving the reasons for this and reassuring you that your complaint is being forwarded to the appropriate party
- We will aim to make a final response to you as soon as is practicable, and keep you reasonably informed as to progress. Most complaints will be dealt with within eight weeks
- By the end of eight weeks from receipt of your complaint, we will issue you with our final response, or issue a response that gives the reasons for the delay and indicates when we will be able to provide a final response. If you are dissatisfied with our response, or the delay at this time, you will have a period of six months in which you may be entitled to refer the matter to the Financial Ombudsman Service whose details are shown below.
When we provide our final response letter, we will endeavour to ensure that we have taken into consideration any financial losses or material inconvenience you may have suffered. If we do not feel that your complaint is justified, we will advise you of the reasons for our decision and we will also advise you how you may pursue your complaint if you remain dissatisfied.
The Financial Ombudsman Service provides consumers with a free, independent service for resolving disputes with financial firms.
The Financial Ombudsman Service Consumer Helpline is on; 0800 0234567 (landline), or 0300 1239123 (mobile) or email; complaint.info@financial-ombusdman.org.uk
Their address is; Financial Ombudsman Service, Exchange Tower, London E14 9SR.
Website; www.financial-ombudsman.org.uk
