We will act as fast as possible to put things right for you.
Please let us know what went wrong and we will attempt to sort things out for you as soon as possible, and or we will endeavour to clarify everything for you in the shortest possible time.
You can get in touch with us:
By Phone
Talking over the phone is more often the fastest way to sort things for you.
In Writing
We will try and sort everything within three working days. However, if we are not able to fix the problem within three days, we will inform you why and what are the next steps.
Our Address is:
Top Insurance Services
170 Highfield Road
Hall Green
Birmingham
B28 0HT
Our Email:
Complaints@topinsuranceservices.co.uk
What do we do with your complaint?
If we receive a complaint, the following steps are followed:
Summary Resolution
If we have resolved your complaint within 3 working days following receipt of your complaint. We will inform you that your complaint has been resolved and we inform you about the Financial Ombudsman Service
Acknowledgement
If we have not been able to resolve your complaint to your satisfaction within 3 working days, from receipt of your complaint, we will let you know about our complaint handling process and provide you with information about the Financial Ombudsman Service.
Eight week update
If we have been unable to resolve your complaint within 8 weeks, we will inform you why we are not in a position to give you our final response and when we expect to be able to provide this. You will be informed about your right to contact the Financial Ombudsman Service.
Final Response
If we have not been able to resolve your complaint within 3 working days, we’ll send you our Final Response when we have completed our investigations. This will be done at the earliest possible opportunity.
We will inform you, in details, of our investigation, the decision and the next steps, if applicable. You will be informed about your right to contact the Financial Ombudsman Service.
Top Insurance Services is regulated by the Financial Conduct Authority (FCA). We only follow the four steps above, if the FCA agree that your problem meets their definition of a complaint. Each of these steps will also give you further information about the Financial Ombudsman Service.
Financial Ombudsman Services
If we don’t complete our investigations within 8 weeks of receiving your complaint or that you’re unhappy with our response, you may ask the Financial Ombudsman Service (FOS) to look at your complaint. This is a free and independent service. If you decide to contact the (FOS) , you should do so within 6 months of receiving our response letter. By referring your case to the Financial Ombudsman Service this will not affect your legal rights.
You can contact them by:
Email:
complaint.info@financial-ombudsman.org.uk
Phone:
UK: 0300 123 9123 or 0800 023 4567
Abroad: +44 20 7964 0500
Writing to:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Their website also has a great deal of useful information: www.financial-ombudsman.org.uk