Complaints 2017-10-10T13:18:50+00:00

Complaints

We aim to provide a high level of service to you but understand that on occasions things can go wrong.

If you should have any complaint about a general insurance related matter or about our service generally, you can contact us as follows:

Howard Collins
Managing Director
COBRA Insurance Brokers Ltd
Suite 1, Clocktower House
West, Horndon
Essex CM13 3XL

Tel 0203 8937404
Email Howard.Collins@cobrainsurance.co.uk

OR

Jan Staniforth
Compliance Manager
COBRA Resource Management Ltd
1 Minster Court
Mincing Lane
London
EC3R 7AA

Tel 020 7204 8805
Email jan.staniforth@cobrarm.co.uk

You may make your complaint at any time and by any reasonable means (for example by letter, telephone, fax, e-mail or in person) although we would prefer you to contact us in writing, detailing the precise nature of your complaint, so that there can be no misunderstanding.

Lloyds Policy Holders

If your insurance is provided by Underwriters at Lloyd’s, and you are unhappy with our response, you may be entitled to refer the matter to the complaints team at Lloyd’s. Lloyd’s will investigate the matter and provide a final response. Full details of Lloyd’s complaints procedures are available at www.lloyds.com/complaints.

The Financial Ombudsman Service (FOS)

If you are unhappy with our decision (or one provided by Lloyd’s where applicable), or if we do not complete our investigation within 8 weeks, you may be entitled to refer your complaint to the Financial Ombudsman Service.

The FOS is an independent service for settling disputes between businesses providing financial services and their customers.  This service is free to customers and can help with most complaints if you are:

  • A consumer
  • A business employing fewer than 10 persons that has an annual turnover that doesn’t exceed €2 million
  • A charity with an annual turnover of less than £1 million
  • A trustee of a trust with a net asset value of less than £1 million

If you are unsure whether the Financial Ombudsman Service will consider your complaint, please contact them directly for advice. The service they provide is free and impartial and contacting them at any stage of your complaint will not affect your legal rights.

Please note that if you wish to refer your complaint to the FOS this must be done within 6 months of our final response letter.

The FOS contact details are:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Helplines: 0800 023 4567 or 0300 123 9123
Website: www.financial-ombudsman.org.uk

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