Complaints

Making a complaint

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
Email: [email protected]

If we cannot quickly resolve your complaint we will then advise you of the complaint handling procedure. You should also review 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
Email: [email protected]
Website: www.financial-ombudsman.org.uk

This is a free and impartial service and you are entitled to contact the FOS at any stage of your complaint.

The FOS can help with most complaints if you are:

- a consumer
- a business employing fewer than 10 persons that has an annual turnover or balance sheet that does not exceed £2 million
- a charity with an annual turnover of less than £1 million
- a trustee of a trust with a net asset value of less than £1 million.

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: [email protected]
Website address: www.larsenhowie.co.uk
Address: Larsen Howie, Offices 8 & 9, Burrough Court, Burrough-on-the-Hill, Melton Mowbray, Leicestershire, LE14 2QS.