Complaints Policy

It is our policy to promote the highest standard of service for our clients. We endeavor to ensure that all complaints are resolved satisfactorily and in a timely manner. We will acknowledge receipt of your complaint promptly in writing and give you our response at the time, if we can.

If it is going to take longer to investigate and resolve the matter, we will advise you of who is dealing with your complaint and keep you appropriately informed about the progress of the complaint until we are able to provide you with our final decision.

If we have not been able to provide you with our final decision regarding your complaint within 8 weeks, we will write to you advising the reasons why we have not yet been able to resolve your complaint and when we expect to be able to resolve it.

We will provide you with our final response once we have reached a decision regarding your complaint.

If following receipt of our final response or after 8 weeks if we have not yet provided you with our final response, if you are an eligible complainant, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). Further information is available on their website below.

To make a complaint write to;

George Wall
Birkdale Insurance Group
14-16 Hoghton Street,
Southport,
PR9 0PA

By email: complaints@birkdaleinsurancegroup.co.uk

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

0800 023 4567

www.financial-ombudsman.org.uk

Who is an Eligible Complainant:

• Any private individual
• Any business with an annual turnover of less than £6.5 million and less than 50 staff or has a balance sheet total of less than £5 million (small business)
• A charity which has an annual income of less than £6.5 million
• A trustee of a trust which has a net asset value of less than £5 million
• An individual who has given a guarantee or security in respect of an obligation or liability of a small business