020 8686 1708
 info@groutinsure.co.uk

Terms of Business

COMPLAINTS AND COMPENSATION

We aim to provide you with a high level of customer service at all times, but if you are not satisfied, please contact us in writing at Selsdon House, 212-220 Addington Road, South Croydon, Surrey CR2 8LD or by telephone 020 8686 1708 or via email info@groutinsure.co.uk.

When dealing with your complaint, we will follow our complaint handling procedures; a summary of these procedures is available on request.

If you are still not satisfied, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS). For further information, you can visit the FOS website www.financial-ombudsman.org.uk

Access to the FOS is available for complaints coming within one of the following categories at the time the complaint is received:

  • Consumers (e.g. private individuals acting for purposes which are wholly or mainly outside that individual’s trade, business, craft or profession)
  • Businesses employing fewer than 10 persons and with a turnover or annual balance sheet total not exceeding €2million
  • Charities with an annual income of under £1million
  • Trustees of a trust with net asset value of under £1million.

We are covered by the Financial Services Compensation Scheme (FSCS) for our insurance mediation services. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. If you are eligible to claim from the FSCS, compensation is available in relation to insurance advising and arranging as follows:

  • 90% of the claim, without any upper limit;
  • 100% of the claim without any upper limit for
  • compulsory classes of insurance (such as Third Party Motor or Employers Liability);
  • Professional Indemnity insurance and general insurance claims arising from the death or incapacity of the policyholder owing to injury, sickness or infirmity, all where their insurance intermediary has failed to pay money to an insurer, pay away money it has received from an insurer, or has failed to take steps to allow the insurer to effect the contract of insurance.

Further information about compensation scheme arrangements is available from the FSCS on 0800 678 1100 (Freephone) or 020 7741 4100 or www.fscs.org.uk