Complaint Procedure
We aim to ensure a high-quality service is provided at all times, but we accept that things do occasionally go wrong.
It is always best to contact us first by telephone regarding any issues, call our call centre on 01379 646 529. Please allow us adequate time to resolve your issue, we aim to sort issues in 24 hours, unfortunately sometimes this is not possible, but we will work to sort out the issue as quickly and efficiently as possible.
Any complaints received will naturally receive our urgent attention. Your complaint will be acknowledged within 5 business days of receipt. As outlined by the Financial Ombudsman Service we have up to 8 weeks to review and provide a final response to your complaint however, we will contact you as soon as we are able, and our aim is to respond to all complaints within 21 days. If we are unable to find a resolution or provide you with our final response within this time, we will contact you with an explanation and keep you informed of our investigation process.
If your complaint relates to the arranging or administration of this insurance, please contact Lexham Insurance Consultants LTD as follows.
Lexham Insurance Consultants Ltd,
Unit 21, Diss Business Hub,
Hopper Way,
Diss,
Norfolk
IP22 4NG
01379 646510
If you have a problem relating to a service provided by your insurer, e.g., in connection with a claim, please contact them (or their nominated service provider), as shown in your policy document.
Any complaints received will naturally receive our urgent attention. Your complaint will be acknowledged within 5 business days of receipt, and we will contact you again as soon as we are able, at the latest within eight weeks. If we are unable to find a resolution or provide you with our final response within this time, we will contact you with an explanation and keep you informed of our investigation process.
If any issues are more appropriately ones that should be dealt with by the insurer, we will pass details to them and will ensure that they respond promptly.
If your complaint is not resolved to your satisfaction after we have issued you with our final response, you may refer the matter to The Financial Services Ombudsman service, an independent dispute-resolution body who can be contacted using the below details.
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
Telephone: 0800 023 4567 or 0300 123 9123
Web: www.financial-ombudsman.org.uk
In the unlikely event that we or your insurer cannot meet our contractual liabilities,
you have the benefit of the statutory Financial Services Compensation Scheme (details at www.fscs.org.uk or 02077 414100).
(Version: 04/2023)
Getting in contact is easy
Here at Lexham, we aim to offer easy ways to get in contact. Not only do we pride ourselves on having two UK call centres, but we are also pleased to offer alternative ways to get in contact including: request a callback, live chat and our email enquiry form.
