Complaints Procedure

It is our policy to promote the highest standard of service for our clients. All complaints are taken seriously and we will endeavour to ensure that all raised with us are resolved satisfactorily and in a timely manner.

We want to make the process for you as simple as possible. If we’re unable to resolve your complaint imminently; we will write to you promptly to acknowledge receipt of your complaint and advise you who will be dealing with the matter. We will keep you appropriately informed of the progress of your complaint whilst we conduct a full investigation, until we are able to provide you with our final decision, which will be within 8 weeks of the initial date of complaint.

If we have not been able to conclude our investigation and provide you with our final decision to your complaint within 8 weeks, we will write to you confirming the reasons why we have not yet been able to resolve the matter, and when we expect to be able to do so.

If we have not been able to provide you with our final decision within 8 weeks, or if you are still unhappy following our final decision, eligible complainants have the right to refer complaints to the Financial Ombudsman Service (FOS) to conduct an independent review. Further information is available on their website.

It is important to note that FOS will only assess your complaint after you have formally raised it with us and allowed us adequate time to investigate.

To make a complaint, you can write to:

Paul Barrington
Jones Steven Taylor Limited
Suite 7 The Granary,
50 Barton Road,
Worsley,
Manchester,
M28 2EB

By Email: paulb@jtsgroup.com
By Telephone: 0161 728 8050

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

0800 023 4567

www.financial-ombudsman.org.uk

Who is an Eligible Complainant:

  • Any private individual
  • Any business with an annual turnover of less than £6.5 million and less than 50 staff or has a balance sheet total of 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

 

Complaints about Third Parties

If you have a complaint about your insurer, finance provider or any other third party, it is best to take your complaint directly to them.

Any correspondence from them issued at the inception of your policy will have all the contact details required to send your complaint via email or post and to discuss it on the phone.