Complaints Policy

Fox Insure Complaints Policy and Procedure  

Purpose of this complaints policy 

This policy sets out how we will deal with complaints promptly and fairly under our regulatory obligations to our clients. 

A complaint is defined as any oral or written expression of dissatisfaction from or on behalf of a person about the provision of, or failure to provide, a financial service or a redress determination, which alleges that the complainant has suffered or may suffer financial loss, material distress or material inconvenience. 

  1. What does a complaints policy cover 

This policy covers how complaints are dealt with in relation to the regulated services provided by Fox Insure, and how complaints should be made about the services offered by Fox Insure. All complaints will be dealt with promptly in line with the procedures set out below. 

  1. Making a complaint 

Complaints may be made free of charge to Fox Group International by the following means:  

  • In writing to our address below:  

Fox Insure (Fox Group International)
Head of Broking
8a Cinnabar Ct

Please provide us with your name, address, contact telephone number and account reference number together with full details of your complaint. 

  1. How we handle your complaint 

Upon receipt of a complaint, Fox Insure will issue a prompt acknowledgment letter. 

An individual within Fox Insure with sufficient experience, competency and authority will be nominated to investigate the complaint. This individual will be responsible for ensuring that your complaint is recorded and handled promptly.  

Within four weeks of the complaint, Fox Insure will send the complainant either a final response or a further holding response, explaining why it is unable to provide a final response.  

In the unlikely event that Fox Insure cannot send a final response to the complainant within eight weeks of the complaint, it will provide a holding response that stipulates the reasons for the further delay and indicates when it expects to provide a final response.  

Fox Insure will provide any complainant with fair compensation for any acts or omissions for which it is responsible and comply with any consequent offers of redress that the complainant accepts.  

In case the complainant is not satisfied by our final response it will be escalated to someone else with higher standing that will not have been involved in the original matter. 

The Financial Ombudsman Service 

A complainant may also have the right to take civil action or complain to the Financial Ombudsman Service if they are not satisfied with our final response. We will send an explanatory leaflet about the Financial Ombudsman Service within eight weeks of receipt of the complaint or with our final response. The complainant may have a right of complaint to the Financial Ombudsman Service within six months from the date of the final response letter.  

The Financial Ombudsman Service can be contacted at:  

The Financial Ombudsman Service
Exchange Tower
E14 9SR 

Telephone: 0800 023 4567 and 0300 123 9123
Email: [email protected]

Confidentiality and data protection 

We take confidentiality and data protection seriously. All information will be kept fully confidential in line with our data protection policies, and only be accessed by the relevant people involved in assessing the complaint. 

Ongoing services and support from Fox Insure will not be compromised by making a complaint. 

Responsibility and review 

The Compliance team maintains the complaints register and all complaint data is submitted to Audit and Risk Committee for review. 

Further questions 

Should you require further clarification of our complaint handling procedure, please contact us using the details provided above.