COMPLAINTS

It is our intention to provide you with the highest possible level of customer service at all times. However we recognise that things can go wrong occasionally and if this occurs we are committed to resolving matters promptly and fairly. Should you wish to complain then please let us know by informing your usual contact at Lycetts, either orally or in writing.

Alternatively you can make a complaint to the Compliance Manager: by email to complaints@lycetts.co.uk, by telephone on +44 (0)191 232 1151 or in writing to Lycett, Browne-Swinburne & Douglass Limited, Milburn House, Dean Street, Newcastle upon Tyne, NE1 1PP.

Your complaint will be acknowledged within five working days, advising you who is dealing with the complaint and setting out our complaint handling procedures. You will be advised within eight weeks as to the resolution of your complaint but, if it cannot be resolved within that period, we will keep you informed of progress and the likely timescale involved.

If you are a Lloyd’s policyholder you may, if you wish, refer your complaint to Lloyd’s. In that event, Lloyd’s will investigate the matter and provide a final response. Lloyd’s contact details are as follows:

Complaints

Lloyd’s

One Lime Street

London EC3M 7HA

Telephone: +44 (0)20 7327 5693

Email: complaints@lloyds.com

Website: www.lloyds.com/complaints

Ultimately, should you not be satisfied with our final response or, if applicable, with the final response from the Lloyd’s complaints team, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS). Their contact details are as follows:

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Telephone: +44 (0)800 023 4567 or +44 (0)300 123 9123

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

The FOS will normally only consider a complaint from private individuals or from a business that has an annual turnover of less than 2 million Euros and fewer than 10 employees.

Finally, if your complaint is about an insurance policy or service bought online you can, should you wish, register your complaint on the Online Dispute Resolution website, which has been set up by the European Commission. This central site will forward your complaint to the correct Alternative Dispute Resolution scheme; which, for Lycetts, is the FOS, as per the contact details provided above. For more information about Online Dispute Resolution please visit: http://ec.europa.eu/odr.