Customer Complaints Policy

We aim to provide you with a high level of customer service at all times but, if you are not satisfied, please contact:

Simon James, Managing Director
Email: simon@ventureins.co.uk
t: +44 (0)117 325 0643
m: +44 (0)7540 847114

When dealing with your complaint, we will follow our complaint handling procedures; a summary of these procedures is available on request.

Financial Ombudsman Service

If you are still not satisfied, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS). For further information, you can visit FOS website www.financial-ombudsman.org.uk

Access to the FOS is available for complainants included within one of the following categories at the time we receive their complaint:

• Consumers (private individuals acting for purposes which are wholly or mainly outside that individual’s trade, business, craft, or profession)
• Businesses employing fewer than 10 persons and with a turnover or annual balance sheet total not exceeding €2 million
• Charities with an annual income of under £1 million
• Trustees of a trust with a net asset value of under £1 million

Your insurer also operates a complaints procedure. Your policy documentation, which we will send to you, will contain details.

Financial Services Compensation Scheme

We are covered by the Financial Services Compensation Scheme (FSCS) for our insurance mediation activities. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. If you are eligible to claim from the FSCS, compensation is available in relation to insurance advising and arranging as follows:

• 90% of the claim, without any upper limit;
• 100% of the claim without any upper limit for Compulsory classes of insurance (such as Third Party Motor or Employers Liability); and pure protection’ contracts, professional indemnity insurance and general insurance claims arising from the death or incapacity of the policyholder owing to injury, sickness or infirmity, all where the insurance intermediary has failed to pay money to an insurer, pay away money it has received from an insurer, or has failed to take steps to allow the insurer to effect the contract of insurance.

Further information about compensation scheme arrangements is available from the FSCS on 0800 678 1100 (Freephone) or 020 7741 4100 or www.fscs.org.uk