At Altelium Ltd we understand how important it is to provide a high level of service to our customers. Altelium aims to be transparent at all times with its customers and understands that we have a duty of care to our customers. Our ambition wherever possible is to provide our customers with exceptional online and offline customer service.
Our ambition is to ensure that all complaints are resolved satisfactorily and in a timely manner.
You may contact a member of our staff with whom you normally deal if you have a complaint about our services.
For any questions or concerns relating to this Privacy Notice or our data protection practices, or to make a subject access request, please contact us at:
Complaints Team, Altelium Ltd, CNC House, Finmere, Buckingham, MK18 4AT.
Tel: +44 (0) 1280 848 800
Or email firstname.lastname@example.org
You are able to make a complaint either orally or in writing. We will acknowledge receipt of your compliant promptly and provide a response at the time, if it is possible to do so.
If after receiving our final response you still remain unhappy, or after eight weeks we have not provided you with our final response, and you are an eligible complainant, you have the right to refer your complaint to the Financial Ombudsman Service (FOS).
Altelium will provide you with the FOS details, along with a copy of its leaflet ‘Your Complaint and the Ombudsman’. Additionally, we will provide a statement from us confirming that you are eligible and are able to approach the FOS.
Further information on the FOS is available on their website below.
Financial Ombudsman Service
Tel: 0800 023 4567
Who is an Eligible Complainant:
- Any private individual
- A charity which has an annual income of less than £6.5 million
- Any business with a turnover of less than £6.5 million and less than 50 staff or has a balance sheet total of less than £5 million. (small business)
- A trustee of a trust which has a net asset value of less than £5 million
- An individual who has given a guarantee or security in respect of an obligation or liability of a small business
Lloyd’s Complaints Procedure
If your policy is underwritten by a Lloyd’s syndicate you can ask Lloyd’s to investigate your compliant by contacting the Lloyd’s Complaints team at:
Further information on the Lloyd’s complaints procedures can be found at www.lloyds.com/complaints, by telephone or at the address above. The Lloyd’s complaints procedure is set out in its leaflet – “Your Complaint – How We Can Help”.
After you have submitted your complaint to Lloyd’s you may be able to refer the matter to The Financial Ombudsman Service