Complaints

Introduction

We (i.e. UKGlobal Broking Group Limited) are an insurance intermediary (broker) and are authorised and regulated by the Financial Conduct Authority (FCA). We are bound by its rules in respect of insurance distribution activities (including insurance advising, arranging and administration). Our Financial Services register number is 840855.

You can check this on the Financial Services Register by visiting the FCA’s website: https://register.fca.org.uk or by contacting the FCA on 0800 111 6768 (freephone). The Financial Services Register also sets out our permitted insurance distribution activities in more detail.

We operate under a number of trading names, details of which can be found on our website: www.ukglobalgroup.co.uk and also on the Financial Services Register.

We are also responsible for the insurance distribution activities of our appointed representatives, including the investigation of any complaints made against them. Details of our appointed representatives can be found on our website www.ukglobalgroup.co.uk and also on the Financial Services Register.

Our Service To You

We will act honestly, fairly and professionally in accordance with your best interests.

It is always our intention to provide you with a quality service. However, we recognise there may be occasions when you have a problem with our service, in which case you have a right to complain.

In accordance with our Client Terms of Business Agreement, you have acknowledged and agreed that you are only entitled to make a complaint against UKGlobal Broking Group Limited (including its appointed representatives) and not against any individual employee, director or officer of ours.

If you complain, we will take your concerns seriously and do our best to resolve the matter(s) promptly and fairly. Our complaints procedure explains how we will do this.

Making A Complaint

We will accept a complaint direct from you or via a third party (provided you have supplied that third party with an appropriate written authority to act on your behalf).

If you have a problem with our service, please get in touch with us as soon as possible with details of your concerns. Our contact details are as follows:

Post: Steve Pennock, Group Compliance Manager, UKGlobal, The Boardwalk, 21 Little Peter Street, Manchester, M15 4PS

Telephone: 07436 031876

Email: steve.pennock@ukglobalgroup.co.uk

If you make a written complaint by post or email, please include the word ‘Complaint’ in your correspondence. It would also be helpful if you could include the following details:

• The policy number
• The policyholder’s name
• Your contact details, including any preferred contact method/times
• A clear description of what you are complaining about
• Details of what you would like us to do to put things right
• Copies of any relevant correspondence and/or details of any calls you have previously made to us

Don’t worry if you can’t supply all of these details – just supply what you can to help us investigate the matter(s).

What We Will Do And How Long It Will Take

We will try to resolve your concerns to your satisfaction within three working days. If we are able to do this, we will send you a written response confirming your complaint has been resolved.

If we are unable to do this, we will formally acknowledge your complaint within five working days and advise you who will be investigating the matter(s) you have raised. You will then receive a detailed written response within eight weeks, unless we write to you advising that a response will be delayed.

What To Do If You're Not Satisfied With Our Response

If you are not satisfied with our response, you may be eligible to refer your complaint to the Financial Ombudsman Service (FOS). This is an independent service which was set-up by Parliament to sort out complaints between financial businesses and their customers. We will provide you with further details of FOS as part of our response.

In the meantime, contact details for FOS are as follows:

Post: The Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London, E14 9SR.

Telephone: 0800 023 4567 (freephone).

Online: https://www.financial-ombudsman.org.uk/contact-us/complain-online

Further information about FOS is available via its website: https://www.financial-ombudsman.org.uk