We’re committed to providing an excellent level of service.
However, we recognise there may be occasions when you’re not satisfied with the service you’ve received. We take complaints seriously and have a clear procedure in place to make it easy for you to raise an issue and understand how it will be handled.
Fortify Insurance is an Appointed Representative of Movo Partnership Ltd. Movo Partnership is responsible for our advice, sales, marketing and claims activities and will assist us with complaints relating to these activities.
If you need to make a complaint, please contact us using any of the following methods:
In writing
Complaints Manager
Movo Partnership Ltd
First Floor, 30 High St
Chislehurst
Kent
BR7 5AS
By telephone
020 8138 5070
By email
[email protected]
Working closely with Movo Partnership Ltd, we will endeavour to resolve your complaint immediately or within three business days of receiving it. Movo will write to you confirming the resolution.
If your complaint cannot be resolved within three business days:
If you are dissatisfied with the final response, or a final response has not been provided within eight weeks, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS) free of charge, subject to eligibility requirements.
The document specifies eligibility for individual consumers and certain micro enterprises, charities, trustees, consumer buy-to-let customers, small businesses and beneficiaries of group policies. I would retain those eligibility details on the webpage, rather than simplifying them away, because they affect who can use the service.
The Financial Ombudsman Service might not be able to consider a complaint where the matter occurred more than six years ago and the complaint is made more than three years after the complainant became, or ought reasonably to have become, aware of the problem.
If you decide to refer your complaint following a final response, you must normally do so within six months of the date of the final response letter.
Telephone
0800 0234 567
0300 1239 123
Address
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Email
[email protected]
If your policy is with Lloyd’s of London, you may refer your complaint to Lloyd’s. Lloyd’s will investigate the matter and provide a final response.
Lloyd’s Complaints
Fidentia House
Walter Burke Way
Chatham Maritime
Chatham
Kent
ME4 4RN
Telephone
+44 (0)20 7327 5693
Email
[email protected]
Website
www.lloyds.com/complaints
Lloyd’s provides a complaint resolution service free of charge and aims to conclude the majority of complaints within eight weeks.
Stage 1
Your complaint will be considered by the policy underwriters, who will ideally respond within 14 days.
If you remain dissatisfied with their response, or haven’t received a response within 14 days, you can request that your complaint is escalated to Stage 2.
Stage 2
Lloyd’s obtains the documentation from the underwriters and conducts a full review. Once complete, a Final Response will be issued explaining the outcome.
If you remain dissatisfied, you may refer the matter to the Financial Ombudsman Service, if eligible, provided you do so within six months of the Final Response.
This complaints procedure does not affect any of your legal rights.
