Complaints

Towergate Insurance Brokers is constantly striving to enhance the experience our customers have with us. So if you’ve got a complaint, we’d like to hear about it so that we can improve our service in the future and work to fix what went wrong in your individual case. 

Collective complaints data covering all firms is published by both the Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS). 

 

Our commitment to you

Towergate is committed to providing the highest standard of service to its customers. However, should you need to complain, we will do everything possible to ensure your complaint is dealt with quickly and fairly.

 

How to complain

There are a few things we'll need from you to find out about the current status of your policy/claim:

  • Your policy number. This is the most important of all as it will help us to find your details easily and where possible understand how best to rectify the situation.

  • Details of what went wrong. Please give us as much detail as possible. Where necessary please include the dates of your interactions with us and key events which are relevant to your complaint.

  • How can we contact you? Just in case we need to speak to you further, please include some contact details and a preferred method of contact (e.g. phone or email).

 

Lloyd’s policy holders

If your insurance is provided by Underwriters at Lloyd’s, and you are unhappy with our response, you may be entitled to refer the matter to the complaints team at Lloyd’s. Lloyd's will investigate the matter and provide a final response. Full details of Lloyd’s complaints procedures are available at www.lloyds.com/complaints.

 

The Financial Ombudsman Service (FOS)

If you are unhappy with our decision (or one provided by Lloyd’s where applicable), or if we do not complete our investigation within 8 weeks, you may be entitled to refer your complaint to the Financial Ombudsman Service.

The FOS is an independent service for settling disputes between businesses providing financial services and their customers.  This service is free to customers.

Please note that if you wish to refer your complaint to the FOS this must be done within 6 months of our final response letter. 

The FOS contact details are:

Financial Ombudsman Service
Exchange Tower
London 
E14 9SR

Helplines:

0800 023 4567 or 0300 123 9123

Website: www.financial-ombudsman.org.uk

 

European Commission

The European Commission has established an Online Dispute Resolution website for purchases made online.

The platform will send your complaint to an Alternative Dispute Resolution Provider (in the UK it will be the UK Financial Ombudsman Service).