Here to protect you and your business

COMPLAINTS POLICY

Our commitment to you

We pride ourselves in the high standard of service we offer our customers and are committed to ensuring there is never a need for complaint. However, should you feel that the service or product we offer has been less than satisfactory and wish to complain we value such feedback and will ensure your complaint is dealt with quickly and fairly.

Definition of a complaint

The FCA Handbook definition of a ‘complaint’ is “any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a direct client about the provision of, or failure to provide, a financial service, which (1) alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience and (2) relates to an activity of that respondent, or of any other respondent with whom that respondent has some connection in  marketing or providing financial services or products, which comes under the jurisdiction of the Financial Ombudsman Service.”

Suggestions

Alternatively, if you do not want to make a complaint but you'd simply like to make a suggestion as to how we could improve our products, service or website we would appreciate your comments, which may be provided using the same contact details as above.

What we need to know

When contacting us regarding your complaint please provide the following information:

  • Your policy number or ID number
  • Details of what went wrong Please give us as much detail as possible. Where necessary please include the dates of your interactions with us and key events which are relevant to your complaint.
  • How can we contact you? Just in case we need to speak to you further, please include some contact details and a preferred method of contact (e.g. phone or email).
  • What outcome would you like?  We know that sometimes an apology and recognition that we have not done as well as we might is all that may be required.  At other times it can be far more that’s needed to put things right.  Let us know how you think we could resolve the matter.

How to submit your complaint

We are committed to treating our customers fairly, however, we realise that there may be times when things go wrong. If this happens, please contact Westminster Insurance in the first instance.

Please include the information we have listed under ‘What we need to know’.  

Write to us at:-
Complaints Manager
Westminster Insurance Ltd
Westminster House
5 Allberry Gardens
WEYMOUTH
DT3 6SQ

If the matter cannot be resolved or your complaint is regarding the service provided by Westminster Insurance you should contact:

Complaints Manager
Argo Managing Agency Limited
Exchequer Court
33 St Mary Axe
London
EC3A 8AA
Email: Argocomplaints@argo-global.com

Lloyd’s

In the event that you remain dissatisfied or do not receive a response from us within two weeks then you are entitled to refer your complaint to the complaints department at Lloyds:

Complaints
Lloyd’s
One Lime Street
London
EC3M 7HA
Phone: 020 7327 5693
Email: complaints@lloyds.com

The Financial Ombudsman Service (FOS)

Following Lloyds consideration of your complaint, if you remain dissatisfied you may have the right to refer the matter to the Financial Ombudsmen Service (FOS):

Financial Ombudsmen Service
Exchange Tower
London
E14 9SR
Phone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk

European Commission: Online Dispute Resolution

If you were sold this product online or by other electronic means and within the European Union (EU) you may refer your complaint to the EU Online Dispute Resolution (ODR) platform. Upon receipt of your complaint the ODR will escalate your complaint to your local dispute resolution service – this process is free and conducted entirely online. 

You can access the ODR platform on http://ec.europa.eu/odr.