We aim to provide a high level of service at all times but recognise that occasionally things do go wrong.

We take all complaints seriously and will endeavour to resolve your problem immediately.

What steps can you take?

Step 1 - Contact us

Please contact us in one of the following ways:

Tel: 01702 713636 or email: enquries@thamesunderwriting.com or post: Thames Underwriting Ltd, Monometer House, Rectory Grove, Leigh-On-Sea, Essex SS9 2HN

We will

Try to resolve any problem within 24 hours from the time the complaint is received (normal working hours).

If this is not possible, we will acknowledge your complaint in writing within five working days from the date the complaint is received and investigate further.

We seek to resolve any complaint as quickly as possible. However, sometimes a more detailed assessment is necessary and our aim is to resolve within 20 working days from the date the complaint is received. If by that time, we are not able to provide a final response, we will write to you explaining the reasons.

We will then aim to provide our final response to you within 40 working days from the date the complaint is received.

Step 2

If you are unhappy with our decision, you may have the right to refer your case to the Financial Ombudsman Service (FOS).

You can contact them at:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Tel: 0845 080 1800
Email: complaint.info@financial-ombudsman.org.uk
(or visit their website at: www.financial-ombudsman.org.uk)

Important note

The Financial Ombudsman Service will only consider your complaint if you have given us the opportunity to resolve it and you are either a:

private individual business or group of businesses with a turnover of less than £1,000,000
charity with an annual income of less than £1,000,000
trustee of a trust with an asset value of less than £1,000,000

You will need to refer your complaint to the FOS within six months of receiving our final response.

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