It is our intention to provide you with the highest possible level of customer service at all times. However we recognise that things can go wrong occasionally and if this occurs we are committed to resolving matters promptly and fairly. Should you wish to complain then please let us know by informing your usual contact at Lycetts, either orally or in writing.
Alternatively you can make a complaint to the Compliance Manager: by email to complaints@lycetts.co.uk, by telephone on +44 (0)191 232 1151 or in writing to Lycett, Browne-Swinburne & Douglass Limited, Bank House, Pilgrim Street, Newcastle upon Tyne, NE1 6QF
Your complaint will be acknowledged within five working days, advising you who is dealing with the complaint and setting out our complaint handling procedures. You will be advised within eight weeks as to the resolution of your complaint but, if it cannot be resolved within that period, we will keep you informed of progress and the likely timescale involved.
If you are a Lloyd’s policyholder you may, if you wish, refer your complaint to Lloyd’s. In that event, Lloyd’s will investigate the matter and provide a final response. Lloyd’s contact details are as follows:
Complaints
Lloyd’s
One Lime Street
London EC3M 7HA
Telephone: +44 (0)20 7327 5693
Email: complaints@lloyds.com
Website: www.lloyds.com/complaints
Ultimately, should you not be satisfied with our final response or, if applicable, with the final response from the Lloyd’s complaints team, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS). Their contact details are as follows:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: +44 (0)800 023 4567 or +44 (0)300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
