Complaints
It is Bridge Specialty International’s policy to promote the highest standard of service for our clients. We endeavour to ensure that all complaints are resolved satisfactorily and in a timely manner.
If you have a complaint about our services, you may contact the member of our staff with whom you normally deal. Alternatively please contact us at the address below:
Corn Exchange
55 Mark Lane
London
EC3R 7NE
Tel: 020 7204 3600
Email: [email protected]
We will acknowledge receipt of your complaint promptly in writing and give you our response at the time, if we can.
If it is going to take longer to investigate and resolve the matter, we will advise you of who is dealing with your complaint and keep you appropriately informed about the progress of the complaint until we are able to provide you with our final decision.
If we have not been able to provide you with our final decision regarding your complaint within 8 weeks, we will write to you advising the reasons why we have not yet been able to resolve your complaint and when we expect to be able to resolve it. We will provide you with our final response once we have reached a decision regarding your complaint.
If following receipt of our final response or after 8 weeks if we have not yet provided you with our final response and if you are an *Eligible Complainant, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). Further information is available on their website below.
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
T : 0800 023 4567
www.financial-ombudsman.org.uk
If your insurance is provided by Underwriters at Lloyd’s you may be entitled to refer the matter to the Complaints team at Lloyd’s. Full details of Lloyd’s complaints procedures are available at www.lloyds.com/complaints and the Complaints team’s contact details are as follows:
Lloyd’s Complaints
Fidentia House
Walter Burke Way
Chatham Maritime
Chatham
Kent ME4 4RN
Tel: 0207 327 5693
Email: [email protected]
*Who is an Eligible Complainant?
An eligible complainant must be a person that is;
- a consumer or an individual acting outside their trade, business or profession; or,
- a micro-enterprise (an enterprise which employs fewer than 10 persons and has a turnover or annual balance sheet that does not exceed €2 million); or,
- a small business (a business with an annual turnover of less than £6,500,000 and either a balance sheet total of less than £5,000,000 or employs fewer than 50 persons); or,
- a CBTL consumer (buy-to-let); or,
- a charity which has an annual income of less than £6.5 million; or,
- a trustee of a trust which has a net asset value of less than £5 million at the time the complainant refers the complaint to the respondent; or,
- a guarantor only to the extent that the complaint arises from matters relevant to the relationship with the respondent.
