Complaints
Need to make an insurance complaint? Find out who to contact and understand the correct complaints procedure based on your policy. We’re here to help.
M R Ratcliffe Consultants Ltd act on behalf of insurance companies or Lloyd’s syndicates. The complaints procedure that will apply depends on whose behalf we act. To identify which procedure applies to you please refer to your policy wording.
If you have any doubt on which procedure applies to you we are happy to help.
Procedure applicable where the insurer is an insurance company
In the first instance
It is always our intention to provide a first class service. In particular, our procedures are designed to ensure that we adhere to the FCA principle of Treating Customers Fairly. However, should you have any cause for complaint that our procedures are unfair or that we have not followed our stated terms of business, you should email complaints@ratcliffes.co.uk or write to the Managing Director, Wolseley House, Oriel Road, Cheltenham GL50 1TH.
We will endeavour to resolve a complaint to your satisfaction within 3 business days from receipt of the complaint and we will send you a summary of the resolution in writing. Should this time frame not be possible, we will send you a prompt acknowledgement that we have received your complaint and we will endeavour to resolve the complaint without undue delay. A copy of our full complaints procedure is available on request.
If you cannot resolve your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service at Exchange Tower, London E14 9SR, telephone 0800 023 4567 or visit the Financial Ombudsman Service website
Financial Services Compensation Scheme
By virtue of being regulated by FCA 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 scope of the FSCS prevailing at the time: see the FSCS website
Procedure applicable where the insurer is a Lloyd’s syndicate
If you wish to ask Lloyd’s to investigate your complaint you may do so by contacting:
In writing: Complaints Team, Lloyd’s, One Lime Street, London, EC3M 7HA
email: complaints@lloyds.com
phone: +44(0)20 7327 5693
fax: +44 (0)20 7327 5225
website: the Lloyd’s complaints page
Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” available at the Lloyd’s complaints page are also available from the above address.
If you are not happy with the way we have handled your complaint, you can refer your case to the Financial Ombudsman Service. You can find information about the Financial Ombudsman Service at its website.
You can contact them in one of the following ways:
In writing: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
By email: complaint.info@financial-ombudsman.org.uk
By phone: 0800 023 4567 or 0300 123 9123