At Cox Mahon 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.
Cox Mahon Limited 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 complaints@priceforbes.com or write to Cox Mahon Limited, New Windsor House, Oxon Business Park, Shrewsbury, Shropshire, SY3 5HJ.
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
Kent
ME4 4RN
Alternatively you may contact Lloyd’s using the following details:
Telephone: +44 20 7327 5693
Email: complaints@lloyds.com
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:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567
Switchboard: 020 7964 1000
From outside the UK: +44 20 7964 0500
Email: complaint.info@financial-ombudsman.org.uk
If you wish to complain to us directly or Lloyd’s please use the contact details provided above.