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complaints

Our Complaints Policy

We, at Corrie Bauckham Batts Ltd (CBB), are committed to providing a high-quality Insurance Service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.

Our Complaints Procedure

If you have a complaint, it can be made orally or in writing and should be directed in the first instance to your usual CBB contact. Alternatively, you can address your complaint to: -

Compliance Officer
Corrie Bauckham Batts Ltd
The Loom, 14 Gowers Walk
London E1 8PY

Or by email: complaints@cbbltd.co.uk

What will happen next?

Your complaint will be investigated by a member of staff of sufficient seniority who was not involved in the subject matter of the complaint.

  1. We will send you a letter acknowledging your complaint and asking you (if relevant) to confirm or explain the details set out. Where possible, we will also fully resolve your complaint. We will let you know the name of the person who will be dealing with your complaint. You can expect to receive this letter within 5 business days of our receipt of your complaint.
  2. We will record your complaint in our central register and open a file for your complaint.
  3. We will then start to investigate your complaint. This may involve one or more of the following steps.

 

If appropriate we may: -

 

If we are unable to resolve your complaint within 8 weeks, we will send you:

  1. A resolution; or
  2. A holding response which:
    • explains that we are still not able to make a response;
    • provides reasons for the further delay and tells you when we are likely to provide a response; and
    • provides details of referral rights to the Financial Ombudsman Service if you are dissatisfied with the delay.

 

If you are unhappy with our resolution to your complaint, you may be eligible to refer your complaint to the Ombudsman.

You may be eligible to refer a complaint to the Ombudsman if:

 

Although there are time limits for referring your complaint to the Ombudsman, we will consent to the Ombudsman considering your complaint even if you refer the complaint outside the time limits.

We will include a copy of the Ombudsman’s leaflet ‘Your Complaint and the Ombudsman’ in all final resolution and 8-week response letters.

The address of the Ombudsman is:
The Financial Ombudsman Service (FOS),
Exchange Tower,
London
E14 9SR
Tel: 0800 023 4 567
Email: complaint.info@financial-ombudsman.org.uk
FOS Website: http://www.fos.org.uk/
Further information can be found on the Ombudsman’s website and within their leaflet ‘Your Complaint and the Ombudsman’.

Non-Related Complaints

If we receive a complaint which does not relate to the General Insurance Product or the General Insurance Activity related service that we have provided or should more appropriately be referred to a different Company or Organisation, we will advise you in writing within 5 business days of receipt of the complaint and, where possible, provide details of to whom the complaint should be re-directed.