If You have any enquiries or complaints arising from Your Policy, please contact the agent that arranged Your Policy. If Your complaint is about a claim, You should raise this with the claims department as detailed in your insurance policy. Please quote Your policy number and claim reference (if applicable) in all correspondence so that Your concerns may be dealt with speedily.
What happens next?
If the claims managers are not able to resolve Your complaint satisfactorily by close of business the 3rd working day following receipt of complaint, they will refer it to their Complaints Manager, who will send You an acknowledgement letter within 5 working days. If You don’t receive any acknowledgement letter, or at any time if You wish to do so, You may contact the Complaints Manager. The Complaints Manager will investigate Your complaint and will provide You with a written response within eight weeks of Your initial complaint. This will either be a final response or a letter informing You that We need more time for Our investigation. If You remain unhappy after eight weeks Your complaint remains unresolved, or if after receiving a final response You continue to be unhappy with the way the complaint has been dealt with, You can raise the issue to the Financial Ombudsman Service at: The Financial Ombudsman Service Exchange Tower London E14 9SR Telephone: 0800 0234 567/0300 1239 123 Email: complaint.info@financial-ombudsman.org.uk The Financial Ombudsman Service (FOS) is an independent service in the United Kingdom for settling disputes between consumers and businesses providing financial services. You can find more information on the FOS at www.financial-ombudsman.org.uk. None of the above will affect your legal rights to bring an action in the courts.”
For any other complaints You can email us at complaints@laresuk.com or write to Lares Services Limited at the address given below: Lares Services Limited 124 City Road London EC1V 2NX. If You remain dissatisfied after the Complaints Manager has considered Your complaint, or You have not received a final decision within eight (8) weeks, You can refer Your complaint to the Financial Ombudsman Service at: Exchange Tower London E14 9SR E-mail: complaint.info@financial-ombudsman.org.uk From within the United Kingdom Telephone Number: 0800 0234 567 (free for people phoning from a “fixed line”, for example, a landline at home) Telephone Number: 0300 1239 123 (free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02) From outside the United Kingdom Telephone Number: +44(0)20 7964 1000 Fax Number: +44(0)20 7964 1001 The Financial Ombudsman Service can look into most complaints from consumers and small businesses. For more information contact them on the above number or address, or view their website: www.financial-ombudsman.org.uk Following the complaints procedure does not impact Your rights to legal action.