Complaints and Compensation

Our aim is to provide all of our clients with an excellent level of service. However, we recognise that there may be an occasion, when you do not feel satisfied with the service you have received from us. We take complaints very seriously and with this in mind we have developed a Customer Complaints Procedure which lets you know how you can get in touch with us and how we will deal with the complaint or issue.

Should you need to make a complaint, please contact our Complaints Manager Steve Keepin using any of the following methods:

1) In person

2) In writing – Edison Ford, Unit 1, Armstrong Way, Great Western Business Park, Yate, Bristol BS37 5NG

3) By telephone – 01454 322266

4) By email – enquiries@edisonfordinsure.co.uk

• We aim to resolve complaints within 3 business days following receipt of your complaint, however if we can’t we will deal with the complaint promptly and fairly.
• We will write to you within 5 business days to acknowledge your complaint and provide you with details of who is handling your complaint.
• We will keep you informed of the progress of your complaint as our investigations proceed.
• We aim to provide a final response to your complaint within 8 weeks from receipt of your complaint.
• If we cannot provide you with a response within 8 weeks from the date of receipt of your complaint, we will outline the reasons for the delay and provide you with an indication of when you can expect a response.
• When investigating your complaint, we will take into account any financial losses or material inconvenience you have suffered. Our final response letter will set out the reasons for our decision and we will make it clear to you, as to whether we accept or reject your complaint.
• If you are in any way dissatisfied with our final response, or if we have been unable to provide our final response to you within 8 weeks of receiving your complaint, you may be eligible to refer the matter to the Financial Ombudsman Service (FOS) free of charge if you are:- o Micro enterprises – a business which employ fewer than 10 people and has annual turnover or a balance sheet that does not exceed €2 million;
• Charities – with an annual income of less than £6.5 million at the time the claimant refers the complaint to us;
  • a trustee of a trust which has a net asset value of less than £5 million at the time the complainant refers the complaint to us;
  • (In relation to consumer buy-to-let business) a buy-to-let consumer;
  • A small business – a business which is not a micro-enterprise, has an annual turnover of less than £6.5 million and has a balance sheet total of less than £5 million, or employs fewer than 50 people; or
  • A guarantor.
• The Ombudsman might not be able to consider your complaint if: – o What you’re complaining about happened more than six years ago and
  • You’re complaining more than 3 years after you realized (or should have realized) that there was a problem.
• If we think that your complaint was made outside of these limits, we will leave this matter for the Ombudsman to decide. If the Ombudsman agrees with us, they will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances.
• If you do decide to refer your complaint to the Ombudsman you must do so within 6 months of the date of our final response letter. If you do not refer your complaint to the Ombudsman within 6 months of the date of our letter, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. Very limited circumstances include where the Ombudsman believes that the delay was as a result of exceptional circumstances.
• The FOS offer an independent service for resolving disputes and you may contact the FOS by:
  • Calling their consumer helpline on 0800 0234567 (free when phoning from a “fixed line” (for example, a landline at home) or 0300 1239123 (free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02)
  • Writing to Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London E14 9SR
  • Emailing complaint.info@financial-ombudsman.org.uk
  • FOS website: www.financial-ombudsman.org.uk

We will include a copy of the Financial Ombudsman Service’s leaflet “Your Complaint and the Ombudsman” in all resolution letters (with exception of those complaints resolved within 3 working days) and 8-week response letters.

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of insurance, size of the business (if a commercial customer) and the circumstances of the claim. Further information about compensation scheme arrangements is available from the FSCS on 0207 8927300 or www.fscs.org.uk