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Complaints Procedure

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We are committed to providing the highest standard of service to all our customers, but we are only human and realise that, from time to time, things can go wrong.

If this ever happens to you and you feel the need to complain, we will do everything possible to ensure your complaint is dealt with quickly and fairly.

Alternatively, if you would simply like to make a suggestion or give us some feedback as to how we could improve our service generally then please email rnewton@jbennett.co.uk or call him on 01494 455808. 

Call us

The easiest way to complain is simply to telephone Robert Newton on 01494 455808 and he will try to resolve your complaint immediately. If he needs to carry out a further investigation, he will inform you of this within five working days.

In the unlikely event that your complaint has not been resolved within four weeks of its receipt, he will contact you and let you know the reasons why and what is going on.

Within eight weeks of its receipt he will either issue you with a final response letter detailing the outcome of his investigation and decision, or a letter confirming when he anticipates concluding his investigation.

Write to us

If you would prefer to write please either send details of you complaint by email to Robert Newton at rnewton@jbennett.co.uk or send a letter to Robert Newton, J Bennett & Son (Insurance Brokers) Ltd, 9 North's Estate, Old Oxford Road, Piddington, High Wycombe, Bucks HP14 3BE.

What we need

To help us put things right as quickly as possible please ensure you tell us the name of the policyholder (if it’s not you), the policy type and number, and the full details of the problem. Please also tell us how you would prefer to be contacted to resolve matters.

The Financial Ombudsman Service (FOS)

If we are unable to settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service (FOS).  Please note that this must be done within 6 months of our final response letter. Their contact details are;

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Telephone: 0845 0801 800

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Glossary

Not sure about some technical jargon or insurance gobbledygook?

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