Complaints
Complaints
We are dedicated to continual improvement and welcome feedback on all aspects of our services. If you need to raise a complaint, you have the right to do so.
At Price Forbes & Partners, which is a trading name of Ardonagh Specialty Limited, we are committed to ensuring that all of our clients have the best customer experience. Our clients are at the heart of our business and we are committed to providing a quality service to all.
However, we accept that potentially, not all customers may be satisfied with the services provided to them. In this instance, where you feel you have not had the best customer experience, we want you to tell us.
We are dedicated to improving our services and welcome feedback on all aspects of our services. If you need to raise a complaint, you have the right to do so. Please continue to read below for instructions on how to raise a complaint with us.
How to complain
Ardonagh Specialty Limited is a Lloyd’s broker and is authorised and regulated by the Financial Conduct Authority.
If you would like to make a complaint about any services provided by us, in the first instance, and to allow us to remedy any issues encountered, please telephone us on +44 20 7204 8400 or email compliance@ardonaghspecialty.com or write to Ardonagh Specialty Limited, 2 Minster Court, Mincing Lane, London, EC3R 7PD.
On receipt of your complaint we will try and resolve the issue within three business working days. However, where this is not possible, we will immediately acknowledge your complaint and continue to investigate the matter. In accordance with the Financial Conduct Authority rules, the timescale to resolve complaints logged is 8 weeks. Ideally, we aim to respond as soon as reasonably possible.
You also have the right to refer your complaint directly to Lloyd’s, if we place your business with Lloyd’s Underwriters. Please check your policy for the procedure, if you haven’t done so already. Lloyd’s aims to resolve complaints received within 8 weeks also in accordance with the Financial Conduct Authority rules.
To make a complaint to Lloyd’s please write to:
Complaints
Fidentia House
Walter Burke Way
Chatham Maritime
Chatham
Kent
ME4 4RN
Alternatively you may contact Lloyd’s using the following details:
Telephone
+44 20 7327 5693
If you feel that your complaint has not been satisfactorily resolved by us and Lloyd’s you may have the right to refer your complaint to the Financial Ombudsman Service. It is important for you to note that if you are dissatisfied with our responses, you must refer the matter to the Financial Ombudsman Service within 6 months of the date of the Final Response Letter issued by ourselves or Lloyd’s.
The Financial Ombudsman Service can be contacted using the following details:
Their address
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone
0300 123 9 123
Switchboard
020 7964 1000
From outside the UK
+44 20 7964 1000
Email
complaint.info@financial-ombudsman.org.uk
European Commission – Online Dispute Resolution
The Online Dispute Resolution platform ‘ODR Platform’ was introduced by the European Commission on 15th February 2016. The online platform allows consumers to submit a complaint about a product or service bought online. All EU Member States are within scope of the ODR platform. If you’ve had a problem with something you’ve bought online, you can use their website to try to reach an out-of-court settlement.
If you are a policyholder based in an EU Member State you may be eligible to lodge a complaint using the ODR Platform. Follow the link below to take you to the ODR website to start the complaint process:
Website
ec.europa.eu/consumers/odr/
If you wish to complain to us directly or Lloyd’s please use the contact details provided above.