Complaints Procedure

We constantly strive to provide our clients with excellent customer service and always welcome their views. We are committed to dealing with all complaints efficiently, effectively and fairly.

How to Make a Complaint

A complaint can be made in writing, by telephone or in person. Complaints should be directed to your usual Forum Insurance contact in the first instance. Alternatively, you can address your complaint to:

What Happens Next

We aim to resolve complaints within 3 business days following receipt. If we cannot resolve your complaint within this timeframe, we will write to you within five working days to acknowledge your complaint and provide details of our complaint handling procedures and who is dealing with your complaint.

We aim to provide a final response within eight weeks from the date we receive your complaint. If we cannot meet this timeframe, we will outline the reasons for the delay and provide an indication of when you can expect a response.

If You Remain Dissatisfied

If you are unhappy with our final response, or we have been unable to provide a final response within eight weeks, you may be eligible to refer the matter to the Financial Ombudsman Service (FOS) free of charge. You must do so within six months of the date of our final response.

Lloyd’s Policyholders

If your policy is underwritten at Lloyd’s and you are unhappy with our resolution, you may also be eligible to refer your complaint to:

Premium Finance Complaints

If your complaint relates to Close Brothers Premium Finance (CBPF), it will be forwarded to their complaints team at premiumcomplaints@closebrothers.com for review.