CUSTOMER GUIDENCE TO JDP COMPLAINTS PROCEDURE
JDP Insurance Brokers Ltd and its staff wish to maintain exacting standards of service to our clients both commercial and retail. Very occasionally things can go wrong. If you have a complaint about our service or actions please write to us at PO Box 6318, Irthlingborough, Wellingborough, Northants, NN9 5XP or telephone on 01933 653322 or e mail to complaints@jdpinsurance.com. Please include details of your complaint and where possible dates and the name of the member of staff concerned. If your complaint involves financial loss, damage or injury it would help if you could detail these with the reasons why you hold JDP Insurance Brokers Ltd or its member of staff responsible. We may use this letter, e mail or fax to inform our Insurers of the incident, who may then wish to deal with you directly in respect of any negligence claim. JDP Insurance Brokers Ltd may be instructed by its Insurer not admit liability but this will not affect your rights in this matter. JDP Insurance Brokers Ltd is authorised and regulated by the Financial Services Authority and their rules impose a strict regime on Insurance Brokers and the way complaints are dealt with. On receipt of your complaint we will complete a complaint notification form and appoint a member of staff in a senior position to investigate the matter. If your complaint concerns an individual member of staff, that person will be instructed to pass all relevant documents and records to the investigating member of staff. The investigating member of staff will acknowledge your complaint within five working days. The acknowledgement will include the investigating staff members name and contact details, an indication of when you can expect to receive a response to your complaint, a summary of the complaint and relevant issues being investigated. Within four weeks of your complaint date we will send you a final response advising you of the result of the investigation and the proposed nature and terms of any settlement or redress being offered if appropriate or give reasons for rejection of the complaint. If within this four week timescale we cannot issue a final response we will write to explaining why we have not been able to conclude the issue and indicate when we hope to finally resolve the matter. In all cases within eight weeks of your complaint we will issue a final response letter or if the matter has still not been resolved explain why and give a final date for expected resolution of the matter. We will also give you details of the Financial Ombudsman Service to whom you may be eligible to refer the matter. At any stage of the above procedures please feel free to contact the investigating staff member for further assistance.