At CBC UK Ltd, we are committed to ensuring that all of our clients have the best customer experience. Our clients are at the heart of our business and we are committed to providing a quality service to all.
However, we accept that potentially, not all customers may be satisfied with the services provided to them. In this instance, where you feel you have not had the best customer experience, we want you to tell us.
We are dedicated to improving our services and welcome feedback on all aspects of our services. If you need to raise a complaint, you have the right to do so. Please continue to read below for instructions on how to raise a complaint with us.
How to Complain
CBC UK Ltd is a Lloyd’s broker authorised and regulated by the Financial Conduct Authority.
If you would like to make a complaint about any services provided by us, in the first instance, and to allow us to remedy any issues encountered, please telephone us on
+44 (0)20 7265 5600 or email: complaints@cbcinsurance.co.uk or write to CBC UK Ltd, 69 Mansell Street, Mansell Court, London, E1 8AN.
On receipt of your complaint we will try and resolve the issue within three business working days. However, where this is not possible, we will acknowledge your complaint and continue to investigate the matter.
Please contact us using the contact information above if you have any queries regarding a complaint, regardless of stage, we will be happy to assist by guiding you through your available options.
If your policy is placed into Lloyd’s
You may also have the right to refer your complaint directly to Lloyd’s if we place your business with Lloyd’s Underwriters. Please check your policy if you haven’t done so already.
To refer a complaint to Lloyd’s please write to:
Complaints
Fidentia House
Walter Burke Way
Chatham Maritime
Chatham
Kent ME4 4RN
Alternatively you may contact Lloyd’s using the following details:
Telephone +44 (0)20 7327 5693
Email complaints@lloyds.com
If you are unsure as to whether your policy was placed through Lloyd’s Underwriters please get in contact with us. We will be happy to guide you through your available options.
If we have confirmed to you that your complaint is eligible for escalation to the Financial Ombudsman Service (FOS)
Provided that you have first raised your complaint with CBC or Lloyd’s, we are unable to resolve your complaint, and you are one of the following:-
- a consumer,
- a micro-enterprise (an enterprise which employs fewer than 10 persons and has a turnover or annual balance sheet that does not exceed EUR 2 million),
- a charity with an annual income of less than GBP 6.5 million,
- a trustee of a trust which has a net asset value of less than GBP 1 million,
and where your complaint relates to activities carried on from an establishment in the UK, or in some circumstances, where the complaint relates to activities carried on from an establishment in the EEA, you may be entitled to refer your complaint to the Financial Ombudsman Service (‘FOS’). We will tell you in our response letter if you are an eligible complainant.
If you are unsure as to whether you qualify as an ‘eligible complainant’ please get in contact with us. We will be happy to guide you through your available options.
Their contact details are as follows: –
The Financial Ombudsman Service,
Exchange Tower,
Harbour Exchange,
London, E14 9SR
Telephone: 0300 123 9 123 or 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk/consumer/complaints.htm
