Our complaints procedure

Our aim is to provide a first class service, however, if you wish to make a complaint, please contact us:-

Tel:                 0117 325 2224

Online:           www.brunel-insurance.co.uk/contact

Email:            ops@brunel-insurance.co.uk

Address:       Company Operations, Brunel Insurance Brokers Limited, 3 Temple Quay, Temple Back East, Bristol BS1 6DZ

We will provide you with a copy of our full complaint’s procedure, on request and, when acknowledging your complaint within 5 business days. We will aim to make a final response to you within four weeks, or keep you informed as to why this is not possible. In the event that your complaint relates to activities or services provided by another firm, we will ensure your complaint is appropriately forwarded, and let you know the contact details of the firm.

After our final response has been issued, if you are unhappy with the outcome, you may be entitled to refer your complaint to the Financial Ombudsman Service, for an independent assessment and opinion.  For information about referring your complaint to the Financial Ombudsman Service, and whether you are eligible, go to www.financial-ombudsman.org.uk

Compensation

We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 90% of the claim with no upper limit.

For compulsory classes of insurance such as Employers’ Liability, advising and arranging is covered for 100% of the claim, without any upper limit.