FSA Dispute Resolution Policy

Composite Legal Expenses Limited FSA Dispute Resolution Policy

It is our intention to provide you with a high level of customer service at all times. If you should wish to make a complaint about our service, advice or administration, we have a formal complaints procedure.

What to do if you have a complaint

If you wish to register a complaint, please contact Composite Legal Expenses Ltd directly:

…in writing Write to the Complaints Manager, Composite Legal Expenses Ltd, Suffolk House, Trade Street, Cardiff, CF10 5DT

… by phone Telephone 0871 423 5240 (for peace of mind, all calls are recorded)

When we are not able to resolve your complaint by the next business day after receipt of the complaint, we will send a written acknowledgement within 5 business days giving the name of the person handling the complaint.

Within 4 weeks of receiving a complaint we will send you either:

  1. a final response; or
  2. a holding response, which explains why we are not in a position to resolve the complaint and we will indicate when we will make further contact which will be no later than 8 weeks of receipt of the complaint.

Our final response will either:

  1. accept your complaint in total of in part and we will give an explanation and/or redress where appropriate; or
  2. reject your complaint and we will explain the reasons why.

Should you not be satisfied with our final response, you may refer your complaint to the Insurer (whose address will be identified on your Policy) quoting the policy number and where the insurance was purchased. Finally, if the matter still remains unresolved once the above have been contacted, you can, subject to qualifying criteria, approach the Financial Ombudsman Service. Please note that only private customers, and commercial customers with a group annual turnover of less than £1million, can refer their complaints to the Financial Ombudsman Service.

Composite Legal Expenses Ltd
Financial Ombudsman Service
Suffolk House
South Quay Plaza
Trade Street
83 Marsh Wall
Cardiff
London
CF10 5DT
E14 9SR
Tel 0871 423 5240
Tel 020 7964 1000
Fax 02920 222044
Fax 020 79641001
E-mail: enquiries@composite-legal.com
E-mail complaint.info@financial- ombudsman.org.uk

Are we covered by the Financial Services Compensation Scheme (FSCS)?

We are covered by the FSCS. 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.

Insurance advising and arranging is covered for 100% of the first £2,000 and 90% of the remainder of the claim, without any upper limit. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit.

Further information about compensation scheme arrangements is available from the FSCS.

Composite Legal Expenses Ltd is Registered in England No. 3248183
Registered Office: Suffolk House Trade Street Cardiff CF10 5DT

Authorised and Regulated by the Financial Services Authority