Complaints procedure - client information

ELIGIBLE COMPLAINANTS ARE:

Individual clients. Business customers with a turnover of less than 1 million, charity customers with an income of less than 1 million and trustees of trusts that has a net asset value of less than 1 million.

OR:

A person who maybe an "indirect customer" of the firm that meets the above criteria.

1. You should email simon@heritage-insurance.co.uk or write to the companies registered office with full details of your complaint, addressed to the Director, Mr S P Roguska. Please head your letter Re: Official Complaint. Provide details of your grievance and with whom you were dealing. You can find our companies registered office address on our Contact Us page.
2. If your notification of dissatisfaction is determined to be a complaint, we will acknowledge the complaint in writing or by email within 5 days of receipt. We will state the name and job title of the person dealing with the complaint and that you should be in receipt of a final response within 4 weeks.
3. If due to investigation the firm cannot achieve a final response within 4 weeks then post or email will send a "holding response" letter to you. The holding response will indicate why the firm is not yet in a position to resolve the complaint and state when the firm will make further contact.
4. By the eight week the firm must send out its final response to you. If the firm cannot issue its final response letter it must issue a response which:

• Explains that the firm is not in a position to make a final response, stating reasons for delay and indicating when it expects to send a final response.
• Informs you that you may refer the complaint to the Financial Ombudsman Service (FOS) if you are dissatisfied with the delay and we will enclose a copy of the FOS's explanatory handbook