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Complaints

What to do if you have a complaint:

Our aim is always to provide our customers with a high level of service at all times, however, we appreciate sometimes things can go wrong. If for any reason we have not met your expectations, let us know as soon as possible, by calling our Complaints Manager on 01749 834 507. If you would prefer to write to us you can by:

Letter to: The Complaints Manager
Higos Insurance Services Ltd
7 Cary Court, Somerton Business Park
Somerton, Somerset TA11 6SB
Email to: complaints@higos.co.uk

If we are unable to resolve the issue to your satisfaction by the end of the next business day, we will formally investigate the matter for you. We will write to you acknowledging your complaint and will keep you updated throughout our investigation. We will investigate and provide a resolution as quickly as possible and will issue a final response no later than 8 weeks from receiving your complaint.

Please note: where you are insured with Lloyds syndicates, as verified within your policy terms and conditions you have an additional right to ask Lloyds to investigate your compliant directly by email: complaint@lloyds.com or by telephone: 0207 3275693. Alternatively your policy terms and conditions will provide you additional information should you require this.

If you remain unhappy you may be eligible to refer your complaint to the Financial Ombudsman Service (FOS) for an independent assessment and opinion. The FOS Consumer Helpline number is 0800 023 4567 (free for people phoning from a landline at home or work) or 0300 123 9123 (free for mobile-phone users paying a monthly charge for calls to No’s starting 01, 02 & 03).

Alternatively you can contact them at:

Financial Ombudsman Service
Exchange Tower
London E14 9SR
complaint.info@financial-ombudsman.org.uk
www.financial-ombudsman.org.uk

A full copy of our complaints procedure is available on request.