Complaints Procedure

Asset 1

IF YOUR COMPLAINT IS ABOUT YOUR POLICY OR A CLAIM PLEASE REFER TO YOUR POLICY WORDING FOR WHO TO contact

IF YOUR COMPLAINT IS ABOUT AVID INSURANCE SERVICES LIMITED:

We recognise the importance of service and set ourselves high standards. Should there be an occasion when we do not meet your expectations, we are equally committed to dealing with any complaint in a thorough and professional manner.

HOW CAN YOU MAKE A COMPLAINT ABOUT AVID INSURANCE SERVICES LIMITED?

If your complaint is about Avid, You can make a complaint by contacting us by any of the following means:

In writing addressed to:
Stephen Gibson
Managing Director
Avid Insurance Services Ltd
20 St Dunstan’s Hill
London
EC3R 8HL

By telephone on: 020 3195 7500
By email to: complaints@avidinsurance.co.uk

ACKNOWLEDGING AND INVESTIGATING YOUR COMPLAINT

If we are unable to resolve your complaint immediately, we will send you a written acknowledgement within two (2) days of receipt. We will then investigate your complaint and, in most cases, send you a full response in writing within two (2) weeks of receipt.

In exceptional cases, where we are unable to complete our investigations within two (2) weeks, we will send you a full written response as soon as we can, and in any event within four (4) weeks of receipt of your complaint.

Your complaint will be investigated by a senior official of the firm who is not directly or indirectly the subject matter of the complaint and we will not charge you for this work. In order to reach a fair conclusion, we will review the information available to us, which will include all records on our files along with a report from the individual to whom the complaint relates.

We will endeavour to complete our investigation and reach a conclusion as soon as possible. The length of time this will take will be determined by the complexity of the complaint and the extent of the investigation required. During our investigation we may ask you for additional information to help us to reach a conclusion.

We will keep you updated as to the progress of your complaint and the steps being taken to resolve it.

If you are an eligible complainant for the purposes of the Financial Ombudsman Service (FOS), we will also inform you that you may at this stage refer the complaint to the FOS if you are dissatisfied with the delay and will provide you with a copy of the FOS’s explanatory leaflet.

Eligible complainants include:

  • all personal insurance customers
  • commercial customers with an annual business turnover and/or balance sheet value of less
  • than €2m, with fewer than 10 employees
  • charities with an annual turnover of less than £1m
  • trusts which have a net asset value of less than £1m

PROVIDING OUR FINAL RESPONSE LETTER

Once we have completed our investigation, we will write to you with the results of our investigation and explain our conclusion.

If you are dissatisfied with our response, and you are an eligible complainant as described above, you may refer your complaint to the FOS, details of which will be provided to you.

The FOS will review our investigation and the response which you have received, providing you with an independent assessment of your complaint without any charge to you.

COMPLAINTS ANALYSIS

We take all complaints seriously and regularly analyse any complaints received to identify root causes and any trends. We also review decisions made by the FOS against any decisions that we have made on similar cases. We use the resulting information to improve our services and the way that we handle future complaints through amended processes and staff training.

We would welcome the opportunity to discuss with you how we can assist with your Insurance requirements .