Complaints Procedure

At Anthony James Insurance Brokers we are committed to provide exceptional service and getting things right the first time. However, if our service does not meet your expectations, we welcome the opportunity to address your concerns. The following information outlines the steps you can take to raise a complaint.

How to Raise a Complaint

If you wish to raise a complaint, you can reach us through the following channels:

• Telephone
• Email
• Post

To ensure a thorough investigation, please provide us with the following:

Your policy number

A detailed description of your complaint

Your contact information and preferred method of communication

Our Complaint Handling Procedure

Upon receiving your complaint, we will acknowledge it within 48 hours. Our team will keep you informed of the progress and aim to resolve the matter within 8 weeks.

Should we be unable to meet this timeframe or if you are dissatisfaction with our final response, you have the right to escalate your complaint to the Financial Ombudsman Service (FOS).

We will provide you with the contact details for the Financial Ombudsman Service and include a outlining their service with our final response letter.

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
E14 9SR

Telephone: 0800 023 4 567 or 0300 123 9 123

If your complaint is in connection with an insurance company’s conduct, such as their handling of your insurance claim, we will direct you to contact the insurance company directly. We will notify them about your complaint so that they can address and resolve it through their internal dispute resolution process.

Your satisfaction is our priority, and we appreciate your patience as we work to resolve any concerns you may have.