Making a complaint
Definition of a complaint: Any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm's provision of, or failure to provide, a financial service which alleges that the person has suffered (or may suffer) financial loss, material loss or material inconvenience.
How we deal with complaints in the first instance:
We aim to provide a first-class service at all times. Many concerns can be resolved straight away therefore in the first instance please get in touch with us via:
Post: Feedback Department, Larsen Howie, Offices 8 & 9, Burrough Court, Burrough-on-the-Hill, Melton Mowbray, Leicestershire, LE14 2QS
Tel: 01163 805 650
After listening to and reviewing your complaint(s) we will confirm our decision in writing to you by email or post. If we cannot quickly resolve your complaint we will again confirm our decision in writing, but also advise you of the formal complaint handling procedure - as per the terms stated in your policy documentation, which will have a clearly marked section to ascertain the correct complaints procedure.
The Financial Ombudsman Service (FOS)
If we are unable to resolve your complaint to your satisfaction within eight weeks or if you remain dissatisfied following receipt of our final response letter, you may be able to ask the Financial Ombudsman Service (FOS) to formally review your case. You must contact the FOS within six months of our final response.
The contact details for the FOS are:
Post: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Telephone: (Fixed): 0800 0234567 Tel (Mobile): 0300 1239123 Tel (Outside UK): +44 (0) 20 7964 0500 Fax: +44 (0)20 7964 1001
This is a free and impartial service and you are entitled to contact the FOS at any stage of your complaint.
Definition of an eligible complainant:
The FOS can help with most complaints if you are:
- individuals acting for purposes outside their trade, business or profession;
- “micro-enterprises" (from 1 April 2019, businesses with an annual turnover below £6.5m and fewer than 50 employees, or an annual balance sheet below £5m);
- a charity with, from 1 April 2019, less than £6.5m annual income;
- a trustee of a trust with net asset value of, from 1 April 2019, less than £5m income;
- professional clients and eligible counterparties, where the person is an individual acting for purposes outside his trade, business, craft or profession.
If you are unsure whether the FOS will consider your complaint or for more information please contact the FOS directly, or visit http://www.financial-ombudsman.org.uk
In addition, if you purchased your policy online you can make a complaint through Online Dispute Resolution (ODR). This is an initiative from the European Commission that helps European Union (EU) residents, who have bought goods or services online, get complaints resolved. It is designed mainly to assist where the customer is in one EU country and the company that supplied the goods or services is in another but can be used when you are in the same country as the supplier. You can submit a complaint in any of the official languages of the EU through the ODR website which can be accessed at http://ec.europa.eu/odr.
The ODR platform can then submit your complaint to the UK Financial Ombudsman Service (FOS) to get your complaint resolved.
When using the ODR website the following information should be used:
Company name: Larsen Howie Limited
Email address: firstname.lastname@example.org
Website address: www.larsenhowie.co.uk
Address: Larsen Howie, Offices 8 & 9, Burrough Court, Burrough-on-the-Hill, Melton Mowbray, Leicestershire, LE14 2QS.