Complaints

It is our policy to promote the highest standard of service for our clients. We endeavour to ensure that all complaints are resolved satisfactorily and in a timely manner.

If you have a complaint about our services, you may contact the member of our staff with whom you normally deal.

Alternatively please contact our Chief Operating Officer at the address below:

1 Newington Enterprise Centre, Wardwell Lane, Newington, Sittingbourne, Kent, ME9 7BP

Tel: 07904 496784

Email: complaints@nwre.co.uk

 

You may make your complaint either orally or in writing. We will acknowledge receipt of your complaint promptly in writing and give you our response at the time, if we can.

If following receipt of our final response or after eight weeks if we have not yet provided you with our final response, if you are an eligible complainant, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). Their contact details are as follows:

Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

Tel: 0800 023 4567

Website: www.financial-ombudsman.org.uk

Email: complaint.info@financial-ombudsman.org.co.uk

 

An Eligible Complainant is defined as:

• Any private individual

• Any business with a turnover of less than £6.5 million and less than 50 staff or has a balance sheet total or less than £5 million. (small business)

• A charity which has an annual income of less than £6.5 million

• A trustee of a trust which has a net asset value of less than £5 million

• An individual who has given a guarantee or security in respect of an obligation or liability of a small business

 

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.

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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.