Complaints Procedure

Complaints are handled with the utmost importance and care at J Bennett & Son (Insurance Brokers) Ltd, and we aim to resolve all complaints in an efficient manner whilst ensuring compliance with the complaints handling procedural requirements set out by the Financial Conduct Authority (FCA), Lloyds and other applicable regulatory bodies. 

If you would like to make a complaint please provide us with the following information, written or verbally, so that we can deal with your complaint as effectively as possible:

  • Your policy number and/or claim reference number (if applicable)
  • Your full name, address and contact telephone number
  • Details of any previous correspondence you have had with us or your insurer
  • Details of your complaint and who it is against

Please address your complaint to Robert Newton by post to J Bennett & Son (Insurance Brokers)Ltd, 9 North's Estate, Old Oxford Road, Piddington, High Wycombe HP14 3BE, or by telephoning 01494 455808, or by emailing rnewton@jbennett.co.uk

 If we are unable to resolve the issue to your satisfaction by the end of the third business day, we will formally investigate the matter. You will receive an acknowledgement of the matter, together with a copy of our complaints process, promptly and certainly within 5 working days. We will then aim to investigate and provide a resolution as quickly as possible, informing you of a final response no later than 8 weeks from the date of the complaint. 

Lloyds Policyholders may refer any dissatisfaction by post to the Complaints Department at Lloyds, One Lime Street, London EC3M 7HA or by telephoning 0207 327 5693 or emailing complaints@lloyds.com

If you are not happy with the response from us and or Lloyds, or the position after a period of 8 weeks, you may be eligible to refer your complaint to the Financial Ombudsman Service (FOS) for an independent assessment and opinion. The FOS Consumer Helpline is on 0800 023 4567  (free for people phoning from a "fixed line" Eg. landline at home) or 0300 0123 9123 (free for mobile-phone users paying a monthly charge for calls to No's starting 01 or 02). 

Alternatively, you can contact them at Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London E14 9SR or by emailing complaint.info@financial-ombudsman.org.uk or visiting their website at www.financial-ombudsman.org.uk