Complaints

At Altelium 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, Perch Studios, Franklins House, Wesley Lane, Bicester, Oxfordshire, England, OX26 6JU Tel: 0330 134 3296.

Or email complaints@altelium.com

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
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567
www.financial-ombudsman.org.uk

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:

Complaints Team
Lloyd’s
One Lime Street
London EC3M 7HA
By email: complaints@lloyds.com
By phone: +44 (0)20 7327 5693
By fax: +44 (0)20 7327 5225
Website: www.Lloyds.com/complaints

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