Contact
for complaints
Your
individual Osmond Davis advisor will try to resolve simple issues, straight away
where possible. That person will best know the details surrounding your concerns
but if we can not provide a satisfactory answer by the end of the next working
day, the information will be passed to the Managing Director or Office Manager
for further investigation.
We
will be pleased to deal with all concerns, however if your complaint relates to
additional services offered to Osmond Davis customers via a third party, we will
suggest that you may wish to contact that third party direct.
Making
a complaint
You
may make a complaint either verbally or in writing.
If you decide to write, please address your letter to:
The
Managing Director, Osmond Davis Insurance Brokers, Minerva House, Bordyke,
Tonbridge, Kent, TN9 1NP.
If
your concerns cannot be resolved by close of business the following working day
or if the complaint was in writing, you will receive an acknowledgement letter
from us within 2 days.
We
aim to resolve matters within 5 days. If
this is not possible, we will write to you with an update and expected date of
response. This will be within 20 working days from the date that you
first complained. If you are not
happy, you may write directly to the Managing Director at any time.
If
our investigations have not been completed within 8 weeks, we will outline our
findings to you by letter, explain why we have been unable to resolve the issue
and highlight referral rights to the Financial Ombudsman Service:
The
Financial Ombudsman Service (FOS)
South Quay Plaza,
183 Marsh Wall,
London E14 9SR
Tel: helpline 0845 080 1800
Tel: switchboard 020 7964 1000
Website: www.financial-ombudsman.org.uk