We intend to provide you with the highest possible level of customer service at all times.
However we recognise that things can occasionally go wrong, and if this occurs we are committed to resolving matters promptly and fairly.
BG insurance acts on behalf of insurance companies and Lloyd’s syndicates: the procedure that will apply depends on whose behalf we act for you. To identify which procedure applies to you, please refer to your policy wording.
If you have any doubt on which procedure applies to you, BG Insurance will be happy to help.
Procedure applicable when the insurer is an insurance company.
Should you wish to complain please contact us:
- In writing: Customer Outcomes Manager – Unit 9 Decimus Park, Tunbridge Wells, TN2 3GP
- By telephone: 01892 501 856
- By email: complaints@bginsurance.co.uk
Should you not be satisfied with our final response, you may be entitled to refer the matter to the Financial Ombudsman Service.
- In writing: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
- By telephone: 0800 023 4567
- By e-mail: complaint.info@financial-ombudsman.org.uk
Procedure applicable when the insurer is a Lloyds syndicate.
Should you wish to complain please contact us:
- In writing: Customer Outcomes Manager – Unit 9 Decimus Park, Tunbridge Wells, TN2 3GP
- By telephone: 01892 501 856
- By email: complaints@bginsurance.co.uk
Should you not be satisfied with the response issued, you may be entitled to refer the matter to Lloyds.
If you wish to ask Lloyds to investigate your complaint you may do so by contacting:
- In writing: Complaints, Fidentia House, Walter Burke Way, Chatham Maritime, Chatham, Kent, ME4 4RN.
- By telephone: +44(0)20 7327 5693
- By email: complaints-notifications@lloyds.com
Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” available at www.lloyds.com/complaints and are also available from the above address.
If you are not happy with the way Lloyd’s have handled your complaint, you can refer your case to the Financial Ombudsman Service. You can find information about the Financial Ombudsman Service at www.financial-ombudsman.org.uk
You can contact them in one of the following ways:
- In writing: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
- By telephone: 0800 023 4567
- By e-mail: complaint.info@financial-ombudsman.org.uk
To read more about our complaints procedure, please click here.