Our Complaint Handling Procedure

At Geoffrey Insurance Services Limited we are dedicated to delivering a first class level of service to all customers. We welcome any comments on the services we provide – in the form of both compliments and complaints. We accept that things can occasionally go wrong and would encourage you to tell us about any concerns you have so that we can take steps to make sure the service you receive meets your expectations in the future. 


Need Help?

If a dispute regarding your policy or claim does arise, the first step is to talk to a member of the Customer Services Team. This can be done either by telephoning us or dropping us a line by email or by letter if you prefer.

Contact:

Telephone: 01227 284020
Email: contact@geoffreyinsurance.com
Address: Prospect House, Thanet Way, Whitstable, Kent, CT5 3FD


Response Time

Where we are unable to resolve your complaint by the end of the third business day after receipt, you can expect the following from us:

  • acknowledgement of your complaint in writing within 5 business days after receipt. This will state who is handling the complaint;
  • we will aim to resolve your complaint within 4 weeks of receipt, unless the matter is complicated, or where other organisations need to be contacted. Where this is the case, we will still let you know what action is being taken and tell you when we expect to provide you with a final response;
  • our goal is to ensure that you receive a final response letter within 8 weeks of receipt of your complaint. If we are still unable to provide you with a final response at this stage, we will write to you explaining why, and inform you when you can expect a final response.  


What is a final response?

This letter should clarify the final position in relation to your complaint and any actions agreed. 

If your policy is underwritten by Chaucer Syndicates Limited (this will be shown on your Certificate of Insurance) you may refer your complaint to Lloyd’s Complaints. 

Contact:

Telephone: 0207 327 5693
Email: complaints@lloyds.com
Address: Fidentia House, Walter Burke Way, Chatham Maritime, Chatham, Kent ME4 4RN
Fax: 0207 327 5225
 

The Financial Ombudsman Service 

What you should know

You may initially go directly to The Financial Ombudsman Service with your complaint, but the Ombudsman will only review your complaint at this stage with our consent. However, we are still required to follow the procedure as stated above in the Response Time section.

If more than 8 weeks from the date of your complaint has passed and you have not received a final response, you may refer your complaint to the Financial Ombudsman Service. 

If you have received a final response but are dissatisfied, you have the right of referral to the Financial Ombudsman Service within 6 months of the date of the final response letter. You may refer to the Financial Ombudsman Service beyond this time limit if we have provided our consent in the final response letter.  

The Financial Ombudsman Service will let you know that they have received your complaint and what the next steps will be.  

 

Contact Details:

The Financial Ombudsman Service, 
Exchange Tower
London
E14 9SR

Telephone: 0300 123 9123

Website: www.financial-ombudsman.org.uk

Email: Complaint.info@financial-ombudsman.org.uk 

The Financial Ombudsman Service will consider your complaint impartially and we are bound by their decision.

If you are dissatisfied with the way your complaint has been handled, you can use the Online Dispute Resolution Platform (ODR) to submit your complaint for an independent assessment –  Click here