At G M Imber & Sons Ltd we are constantly working to improve our service and our customers’ satisfaction. If you do have a complaint, we’d like know so that we can fix issues wherever possible and to improve our service in future.
Collective complaints data covering all firms is published by both the Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS).
If you need to make a complaint
We will need the following information to be able to deal with a complaint:
- Your policy number or client reference number. These enable us to find your records including your policy information and any notes we may have about you and your policy.
- Your complaint details. Please explain the issue in as much detail as possible.
- How can we contact you? So that we can address the issue in a timely manner please provide contact details and a preferred method of contact (e.g. phone or email).
The most efficient method of contacting us is by phone or email. We are usually available during our opening hours of 9am – 5pm, though our phones are often off from 1-2pm for lunch as we are a small office.
If contacting us by email please do not include any personal, financial or other confidential details as this method is not a secure way of supplying information.
If you wish to make a complaint please address this to us at:
- 01342 327 250
- 77a High Street, East Grinstead, West Sussex, RH19 3DD
We will aim to reply and address your concerns within three business days of receiving your complaint. We will provide a written summary resolution communication to you if the complaint is resolved. If we are unable resolve it in this timeframe, or if further investigation is required, we will inform you of this within five business days.
In the unlikely event that your complaint has not been resolved 28 days of its receipt, we will be in touch to let you know the reasons why and the further action we will take.
Within eight weeks of your complaint we will either issue a final response letter to you detailing the outcome of our investigation and our decision, or we will send a letter confirming when we anticipate to have concluded our investigation.
Lloyd’s policy holders
If your insurance is provided by Underwriters at Lloyd’s, and you are dissatisfied with our response, you may refer the matter to the complaints team at Lloyd’s. Lloyd’s will investigate your complaint 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 resolution (or one provided by Lloyd’s if applicable), or if we do not complete our investigation within 8 weeks, you are entitled to refer your complaint to the Financial Ombudsman Service.
The FOS is a free and 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