Complaints procedure
Complaints about our service
If you have a complaint about the service we've given you or the type of cover we've provided contact us immediately.
Brighter Business
0800 032 9050
Or by email to complaints@brighterbusiness.com
Or by post to
Brighter Business Ltd
The Courtyard30 Worthing Road
Horsham
RH12 1SL
Most complaints are resolved quickly, but sometimes we need to make detailed enquiries before making a decision. If this is the case we'll let you know when you can expect to hear from us.
Our complaints procedure
This is a summary of our complaints procedure. It sets out how we deal with complaints and what you can expect from us.
Who manages complaints?
The Operations Manager, who will manage the complaint until it's resolved, deals with all complaints.
Assessing responsibility
We'll work out whether the complaint relates to Brighter Business, or to a third party.
If the complaint is the responsibility of a third party, we will advise you of this and we'll pass it on to them without delay, and ask the third party to contact you immediately. Brighter Business will normally take no further part in the complaints process but do please contact us if you feel your complaint is not being addressed properly.
Gathering information
Where the complaint relates to us we may ask you for additional information to clarify the circumstances of the complaint. We'll also collect other evidence to assess the complaint in detail from those with whom you have had dealings and may seek legal opinion as appropriate.
When you'll hear from us
We'll try to resolve your complaint as soon as possible but if we haven't been able to resolve it within 4 weeks you'll be contacted by letter informing you of the situation and letting you know when we'll be contacting you again.
If we haven't been able to resolve the matter within 8 weeks, we'll send you another update letter. We'll also let you know what rights you have to take the matter further, and how you can do this.
What happens when we make a decision
As soon as we make a decision about your complaint we'll write to you letting you know what our decision is and how we reached it. If we find that your complaint is to be upheld then we'll let you know the redress that we may think appropriate.
You have 8 weeks to reply to our decision. If you don't reply then we'll assume that you accept our decision and will proceed with the solution outlined if appropriate. We'll send you a letter confirming the action we have taken.
We'll also let you know how you can pursue your complaint if you are unhappy with the outcome of the investigation.
Complaints about your policy or the handling of a claim
All our products are underwritten at Lloyd's of London, so you can send your complaint to the Lloyd's Complaints Department. You'll be asked to confirm that you have made a complaint to the syndicate before the Lloyd's team will deal with your complaint, so it's best that you contact us first so that we can make sure your complaint is going to the right place.
Lloyd's Complaints Department
Lloyd's
One Lime Street
London EC3M 7HA
Telephone: 020 7327 5693
Fax: 020 7327 5225
Email:
You can find out more about Lloyds by visiting their website at www.lloyds.com
The Financial Ombudsman Service (FOS)
If you're still unhappy about a decision made regarding a complaint, you may be able to refer your complaint to the Financial Ombudsman Service (FOS) - if you are eligible under their complaints criteria.
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
You can find out more about the FOS, and their complaints criteria, by visiting their website at www.financial-ombudsman.org.uk or by calling their helpline on 0845 080 1800.
The Financial Services Compensation Scheme (FSCS)
The FSCS is an independent body that can pay compensation if a firm is unable, or likely to be unable, to pay claims against it.
We, and our insurers, are covered by the FSCS, which means you may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim.
Insurance advising and arranging is covered for 100% of the first £2,000 and 90% of the remainder of the claim, without any upper limit. For compulsory classes of insurance eg Employers' Liability, insurance advising and arranging is covered for 100% of the claim, without any upper limit.
You can find out more about the FSCS by visiting their website at www.fscs.org.uk or by calling their customer services team on 020 7892 7300.
