Complaints Procedure

It is our intention to provide you with a high level of customer service at all times. If there are occasions where we do not meet with your standards please contact the member of staff you were dealing with either verbally or in writing. They will take details of your concerns and we will then acknowledge in writing, advising you of who is dealing with the matter. A copy of our full Complaints handling Procedures is available on request.

If you wish to register a complaint, please contact us in writing at Emrose (Insurance Brokers) Limited, (Complaints Department) 606 High Road, Seven Kings, Ilford, IG3 8BX or by telephone on 020 8597 2622.

If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service. The FOS Consumer Helpline is on 0845 080 1800 and their address is: Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR. Tel: 0845 080 1800 Fax: 0207 964 1001 Email: complaint.info@financial-ombudsman.org.uk.

We are covered by the FSCS. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 90% of the claim, without an upper limit. Further information about compensation scheme arrangements is available from the FSCS.