Complaints and compensation
Our aim is to always provide a high standard of service to you. However, we recognise that things can go wrong occasionally and if this occurs we are committed to resolving matters promptly and fairly. If you wish to complain please contact John Leaver using the method of your choice from the details below.
Write to:
John Leaver, Letton Percival Ltd, The Old Malthouse, Trueman Street, Liverpool, L3 2BA
Send an email to:
john.leaver@lettonpercival.co.uk
Call:
0151 236 4568
In all cases please quote your insurance policy number or any other reference we have given you.
We promptly acknowledge complaints. Our complaints procedure is available on request and will be provided to you when we acknowledge receipt of any complaint that you make to us.
Lloyd’s insurance policyholders
If your insurance is provided by underwriters at Lloyd’s we will confirm this to you when acknowledging your complaint. If you are unhappy with our response to your complaint, you may be entitled to refer the matter to the complaints team at Lloyd’s. Lloyd’s will investigate the matter and provide a final response. Full details of Lloyd’s complaints procedures are available at www.lloyds.com/complaints.
The Financial Ombudsman Service
If you feel that we have not been able to resolve any matter to your satisfaction after our complaints process or if you are unhappy with our decision, or one provided by Lloyd’s (where applicable) or if we did not complete our investigation and issue our final response letter within eight weeks, you may be entitled to refer your complaint to the Financial Ombudsman Service (“FOS”) by post, phone or email.
Post: The Financial Ombudsman Service Exchange Tower, London, E14 9SR
Phone: 0800 0234 567 or 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk
FOS is an independent and free service for settling disputes between businesses providing financial services and their customers. Your right to refer a complaint to FOS will depend on you meeting the relevant eligibility criteria. Further information on FOS and whether you would be eligible to refer your complaint to them can be found on its website at www.financial-ombudsman.org.uk.
If you live outside the United Kingdom or if you prefer not to deal directly with FOS, you may be able to refer your complaint to a local dispute resolution provider.
Whether or not you make a complaint to us and/or refer your complaint to the FOS, your right to legal action will not be affected.
