We are committed to providing excellent client service but sometimes things do not go as expected and here we outline our complaint’s procedure.
To make a formal complaint in the first instance contact one of our team as often resolved quickly with your point of contact. if you remain unsatisfied ask us to escalate your complaint to our Compliance Director (contact details below). We will deal with a complaint impartially and with due skill and care that you would expect. We aim to resolve complaints promptly but if we are unable to resolve your issues and you indicate a desire to pursue a formal complaint, we will acknowledge your complaint in writing within 5 working days of receipt. We will then complete a detailed investigation, sharing with you our findings and proposed actions. We will aim to complete this process within 2 weeks, in the case of more complex complaints this may take longer. In all cases we will aim to bring final resolution to a complaint within 8 weeks.
To make a formal complaint in writing or to obtain further information, please contact:
James Peverell – Compliance Director
Elevate Insurance Brokers Limited, The Barn, 69 High St, Harrold, MK43 7BH
Telephone: 01933 830400
If we are unable to resolve your complaint within 8 weeks of receipt, you may be entitled to contact the Financial Service Ombudsman for an independent assessment.
Financial Services Ombudsman
Exchange Tower, London E14 9SR
Consumer helpline: 0800 0234 567
Switchboard: 0207 964 1000