Customers are advised of the firm’s complaints handling process at the commencement of the relationship within the policy wording. There is also a complaints link on www.ceqonline.co.uk. In line with FSA requirements, CEQ has established a complaint procedure and defines a complaint as :-

“involving some allegation that the customer has suffered financial loss, distress or material inconvenience”.

 A complaint maybe written or verbal.

If a complaint is received orally, many can be resolved immediately, no acknowledgement or other formal paperwork need to be sent to the broker/customer. However an internal record of the complaint should be retained.

If a complaint cannot be resolved satisfactorily at the initial oral stage then it must be passed to the Claims Manager in respect of claims business and the Managing Director in other cases.

All written complaints are to be acknowledged in writing within three working days and this acknowledgement will give an indication of the likely timescale for a full reply.

A full written reply will be given within four weeks or the complainant advised that enquiries are still continuing and that a full reply will follow within a further four weeks.