Complaints Procedure

It is our intention to provide you with a high level of customer service at all times. If there are occasions when we fail to meet your standards we will endeavour to put things right.

Notifying us of Complaints

If you have any cause for complaint please contact the Complaints Manager - Mark McLaren at the address shown below. You may do this orally or in writing including by telephone (standard rate or free phone) or email. 

Mark McLaren
Jackson Lee Underwriting
The Estate Office
Berry Pomeroy

T: 0330 111 3093

Should you remain dissatisfied with the response you receive from us, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services. The FOS's contact details are as follows:

Financial Ombudsman Service
Exchange Tower
E14 9SR

T: 0300 123 9 123

If we decide that your complaint is more rightly dealt with by the Insurer, then we will refer the complaint to them and provide you with full referral details within 5 days of making this decision. 

If your policy is insured by a Lloyd’s Insurer the following process will apply, but if your Insurer is anyone other than Lloyd’s, please contact the Complaints Manager above for full referral details:

The Lloyd’s Complaints Process

Once your complaint is received by the Insurer they shall attempt to respond within 14 days from the date of receipt but in any event no later than the response time stipulated by any instructions received from the relevant UK regulator.

In the event that you remain dissatisfied or a response has not been received you can refer the matter to Lloyd’s. The address and contact details are as follows: 

One Lime Street 

Tel: +44 (0)20 7327 5693 
Fax: +44 (0)20 7327 5225 

Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” available at A copy of these procedures are also available from the above address.

If you remain dissatisfied after Lloyd’s has considered your complaint you may have the right to refer your complaint to the Financial Ombudsman Service. You must approach the Financial Ombudsman Service within 6 months of our final response to your complaint, and we will remind you of the time limits in our final response If you are seeking resolution as an individual acting for purposes outside your trade business or profession as a micro-enterprise (a smaller business that has a turnover or annual balance sheet of not more than two million euros and fewer than ten employees) a charity with less than £1m annual income or a trustee of a trust with net asset value of less than £1m, you may refer the matter to the following organisation 

Financial Ombudsman Service 
Exchange Tower 
Harbour Exchange Square 
E14 9GE

Tel: For UK callers: 0800 023 4 567 (free phone), or from a mobile 0300 123 9 123 (but charges apply) 
Tel: For callers from abroad: +44 (0)20 7964 0500 (charges apply) 

Financial Services Compensation Scheme (FSCS)

Lloyd’s Insurers are covered by the Financial Services Compensation Scheme (FSCS). In the unlikely event that the Insurer’s obligations cannot be met, you may be entitled to compensation from this scheme. Further details can be obtained from:

Financial Services Compensation Scheme 
7th Floor, Lloyds Chambers, 
Portsoken Street, 
London, E1 8BN

Tel: +44 (0)20 7 892 7300 
Fax: +44 (0)20 7 892 7301