Our Complaints Procedure

It is our intention to provide you with the highest possible level of customer service at all times. However we recognise that things can go wrong occasionally and if this occurs we are committed to resolving matters promptly and fairly. Should you wish to complain you may do so:

• In person, by visiting your local office
• In writing to complaints Manager:-

  Caleb Roberts Insurance Services Limited
  Wylcwm House
  Knighton
  Powys
  LD7 1AE

• Tel: 01547 528028
• E-mail: peter.povall@caleb-roberts.co.uk

Lloyd’s Complaints Procedure

If your policy is arranged with a Lloyd’s syndicate and you wish Lloyd’s to investigate your complaint you can contact them either in writing at

By email: complaints@lloyds.com
By phone: +44 (0)20 7327 5693
By fax: +44 (0)20 7327 5225
Website: www.Lloyds.com/complaints

Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” available at www.lloyds.com/complaints and are also available from the above address.

FOS Statement

Should you not be satisfied with the final response, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS). More information is available on request or on their website, www.financial-ombudsman.org.uk.