M R Ratcliffe Consultants Ltd act on behalf of insurance companies or Lloyd’s syndicates. The complaints procedure that will apply depends on whose behalf we act. To identify which procedure applies to you please refer to your policy wording.

If you have any doubt on which procedure applies to you we are happy to help.

Procedure applicable where the insurer is an insurance company.

In the first instance
It is always our intention to provide a first class service. In particular, our procedures are designed to ensure that we adhere to the FCA principle of Treating Customers Fairly. However, should you have any cause for complaint that our procedures are unfair or that we have not followed our stated terms of business you should email complaints@ratcliffes.co.uk  ,or phone 01242 544544, or write to the Managing Director, 1 Wolseley Terrace, Cheltenham GL50 1TH.

Your complaint will be formally acknowledged within five working days. A copy of our complaints procedure is available on request.

If you cannot resolve your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service at South Quay Plaza, 183 Marsh Wall, London E14 9SR, telephone 0845 080 1800 or visit www.financial-ombudsman.org.uk

Financial Services Compensation Scheme
By virtue of being regulated by FCA we are covered by the Financial Services Compensation Scheme (FSCS).

You may be entitled to compensation from the scheme if we cannot meet our obligations.
This depends on the scope of the FSCS prevailing at the time – see www.fscs.org.uk

Procedure applicable where the insurer is a Lloyd’s syndicate.

If you wish to ask Lloyd’s to investigate your complaint you may do so by contacting:
In writing: Complaints Team, Lloyd’s, One Lime Street, London, EC3M 7HA
email: complaints@lloyds.com
phone: +44(0)20 7327 5693
fax: +44 (0)20 7327 5225
website: www.lloyds.com/complaints

Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” available at www.lloyds.com/complaints are also available from the above address.

If you are not happy with the way we have handled your complaint, you can refer your case to the Financial Ombudsman Service. You can find information about the Financial Ombudsman Service at www.financial-ombudsman.org.uk.

You can contact them in one of the following ways:
In writing: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
By email: complaint.info@financial-ombudsman.org.uk
By phone: 0800 023 4567 or 0300 123 9123