Office Hours: Monday to Friday - 09:00 to 16:45
Your views are important to us and we appreciate any feedback about our service. If we make a mistake we would love to know about it so we can rectify it.
We promise to investigate your complaint and will resolve problems as quickly as we can, keeping you informed every step of the way.
We take all complaints seriously and use any lessons learned to improve the way we do things.
Please contact our team, as soon as you can with details of your problem on 0151 236 4488 or at [email protected].
Our team will aim to give you an answer there and then, but if this is not possible, we will take details from you and you can be assured that we will conduct a full investigation.
You can also write to us at:
Waltons Insurance Brokers
11th Floor, The Plaza
100 Old Hall Street
Liverpool, Merseyside
L3 9QJ
If we cannot resolve your complaint straight away due to a need to conduct a more in-depth investigation then we may need a little more time. We will always aim to give a ‘final response’ within eight weeks but if this is not possible for any reason then we will discuss this with you and give you an explanation of why and an indication of how much longer our investigation is likely to take.
We hope that you’ll never have to do this, but if you’re not happy with the way we’ve handled your complaint, the outcome of it, or if eight weeks have passed and we have not sent you our final response, you may (subject to their eligibility rules) have the right to refer your complaint to the Financial Ombudsman Service.
You can contact them in one of the following ways:
In writing:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9GE
By phone: 0800 023 4 567 or 0300 1239123
By email: [email protected]
Website: www.financial-ombudsman.org.uk
An Eligible Complainant is defined as:
Please understand that if you wish to refer a complaint to the Financial Ombudsman Service then you must do so within six months of receiving our final response.