Complaints Handling Procedure

We hope that you will be happy with the service that we provide.  However, if for any reason you are unhappy about this, we would like to hear from you.

If you need to make a complaint you can contact us in one of the following ways:

• Telephoning 01270 758095 between 09.00 and 17.00 Monday to Friday (excluding bank holidays).
• Writing: John Henshall, The Managing Director, Air Risk Solutions, The Grove, Mill Lane, Wheelock, Cheshire CW11 4RD
• Email: john.henshall@ardonagh.com

Please state whether your complaint relates to the service provided by your insurance advisor, the service or policy cover provided by us, or to a claim you are making under your policy.

Please quote your policy and/or claim number, the name of your insurance advisor and/or any claim handling organisation and the names of any individuals with whom you have been dealing.

Our complaint investigation will follow all regulatory rules and guidelines. You will receive an acknowledgement within 5 working days of receipt of your complaint together with a detailed timetable of the actions we will take to investigate/handle your complaint.

You can also direct your complaint directly to the relevant insurer and details of how to do this will be shown in your policy wording.

The Financial Ombudsman Service  

Should you remain dissatisfied with our final decision or more than 8 weeks have passed since receipt of your complaint, you may be an eligible complainant within the rules of the Financial Ombudsman Service (FOS) and if you wish, you may contact the

FOS by telephone on 0800 023 4567 or via their website, www.financial-ombudsman.org.uk.  

The FOS is a free service available to consumers for the impartial resolution of complaints. You may contact the FOS at any stage of your complaint, and they will let you know how they can help you.

Following our internal complaints procedure and seeking a review by the FOS does not affect your right to take legal action.

For Lloyd’s Customers Complaints 

If your insurance is provided by Underwriters at Lloyd’s, and you are unhappy with our response, you may be entitled to refer the matter to the complaints team at Lloyd’s.

Lloyd’s will investigate the matter and provide a final response. Lloyd’s service is provided free of charge.

Who to Contact

Detailed information on who to contact is provided in your policy wording, however if you are having difficulty finding this, please speak to us for assistance.

Alternatively, you can speak to Lloyds, their address and contact details are:

Lloyds Complaints
Fidentia house
Walter Burke Way
Kent
ME4 4RN

Telephone lines are open 9-5, excluding bank holidays and weekends.

Telephone number: 0207 327 5693 or Email: complaints@lloyds.com

Keeping you informed  

The Lloyds Underwriter will aim to provide you with a response within 2 weeks of the complaint being received. If this is not possible, they may ask for a further 2 weeks to continue their investigation. If you are happy to wait, there is nothing you need to do.

Providing our final response  

If you have not received a response from the underwriter by the end of week four, Lloyds will escalate your complaint so they can provide you with a final response.

Lloyds aim to provide you with a final response within the regulatory guideline of 8 weeks. Full details of Lloyd’s complaints procedures are available at www.lloyds.com/complaints.