General Insurance Brokers (UK) Plc Complaints Procedure

We are always committed to and doing our best to provide the highest level of service we possibly can to our customers. However, we understand that on occasions you may feel that we have not met your demands, needs or expectations. We take every complaint seriously and use the information from complaints to improve our services. This page outlines our complaints procedure, ensuring compliance with the Financial Conduct Authority (FCA) regulations.

1. How to Make a Complaint

If you have a complaint, please contact us in one of the following ways:

  • By Phone: 0207 792 0123
  • By Email:
  • In Writing: General Insurance Brokers (UK) Plc, 90 Bishops Bridge Road, Bayswater, London, W2 5AA

Please provide us with the following information to help us investigate your complaint in a timely and efficient manner:

  • Your name and contact details
  • Your policy or reference number
  • Details of your complaint
  • Any relevant documents or correspondence
2. Acknowledgement of Your Complaint

Upon receiving your complaint, we will:

  • Acknowledge receipt of your complaint promptly with the intention of this done within 24 hours, if not at the maximum within five working days.
  • We will provide you with the name and contact details of the person handling your complaint.
  • If your complaint is actually regarding a third party that is providing a service i.e. a motor vehicle repairer, then we will promptly forward this to the appropriate party but also still with a view to help you resolve this.
3. Investigation and Response

Upon receiving your complaint, we will:

  • First Response: We will aim to resolve your complaint as quickly as possible. If we can resolve your complaint within three working days following receipt, we will send you a Summary Resolution Communication. This will outline our understanding of your complaint, our findings, and whether we are offering any remedial action or redress.
  • Further Investigation: If your complaint is not resolved within three working days, we will conduct a more thorough investigation. We may contact you further during this period for more information.
4. Final Response

We will aim to provide a Final Response within eight weeks of receiving your complaint and our Final Response will include:

  • A summary of your complaint
  • The outcome of our investigation
  • Our decision, and if applicable, any offer of remedial action or redress
  • Information on your right to refer your complaint to the Financial Ombudsman Service (FOS) if you are not satisfied with our response, including their contact details
5. If You Remain Dissatisfied

If you are not satisfied with our Final Response, or if we have not provided a Final Response within eight weeks of receiving your complaint, you may refer your complaint to the Financial Ombudsman Service (FOS). The FOS provides a free, independent service for resolving disputes between financial services firms and their customers.

You can contact the Financial Ombudsman Service:

  • By Phone: 0800 023 4567 (free from UK landlines and mobiles) or 0300 123 9123
  • By Email:
  • In Writing: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
  • Website:

You must refer your complaint to the FOS within six months of receiving our Final Response.

6. Record Keeping

We will keep a record of your complaint, our investigations, and our responses for a minimum of three years from the date of the final resolution. This is in line with FCA regulations and helps us improve our services.

7. Contact Us

If you have any questions about our complaint’s procedure, please do not hesitate to contact us.

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