Complaints disclosure
It is our policy to promote the highest standard of service for our clients. We endeavour to ensure that all complaints are resolved satisfactorily and in a timely manner.If you have a complaint about our services, you may contact the member of our staff with whom you normally deal.Alternatively please contact us at the address below:
For Total Landlord Insurance, commercial property owners or home insurance
Contact the quality and operations manager:
In writing: Premiere House, 1st Floor, Elstree Way, Borehamwood, Hertfordshire WD6 1JH
By telephone: 0800 634 3880
By email: complaints@totallandlordinsurance.co.uk
For property disputes, identity fraud and tax investigation insurance
Contact the quality and operations manager:
In writing: Total Landlord, Premiere House, 1st Floor, Elstree Way, Borehamwood, Hertfordshire WD6 1JH
By telephone: 0800 634 3880
By email: complaints@hamiltonfraser.co.uk
For landlord emergency insurance
If your complaint is regarding the service or advice provided by Total Landlord please contact:
The quality and operations manager at:
Premiere House, 1st Floor, Elstree Way, Borehamwood, Hertfordshire WD6 1JH.
If however, your complaint is in relation to the policy coverage or a claim matter then this should be addressed in the first instance to:
The customer relations department, ARAG plc., 9 Whiteladies Road, Clifton, Bristol, BS8 1NN
And a full review will be carried out at the appropriate level.
For rent guarantee and legal expenses insurance
Contact Arc Legal Assistance Ltd
In writing at: PO Box 8921, Colchester, CO4 5YD
By telephone: 0344 770 9000
By email: enquiries@arclegal.co.uk
We will acknowledge your complaint within five business days, if for any reason we are unable to settle your complaint you may be entitled to refer it to the Financial Ombudsman Service. More details are available on their website: www.financial-ombudsman.org.uk.
You may make your complaint either orally or in writing. We will acknowledge receipt of your complaint promptly in writing and give you our response at the time, if we can.
If following receipt of our final response or after eight 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.
Financial Ombudsman Service, Exchange Tower, London. E14 9SR 0800 023 4567
www.financial-ombudsman.org.uk
An Eligible Complainant is defined as:
· Any private individual
l· Any business with a turnover of less than £6.5 million and less than 50 staff or has a balance sheet total or 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
