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 4567 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.
It is always our intention to provide high standards of Customer Service. However, even with the
best of intentions it is sometimes possible to fail to meet expectations. If that happens, we always
wish to put things right, as soon as we can.
We use the following definition of a data protection complaint, “any expression of dissatisfaction,
whether oral or written, and whether justified or not, from or on behalf of a complainant about the
Walton Insurance Brokers Ltd.’s processing or use of the subject’s personal data.”
You can make a data protection complaint by contacting us by any of the following means:
In the first instance please complain to Waltons Insurance Brokers Ltd using this form:
Once complete, please then email the completed data protection complaint form to:
[email protected]
Alternatively, if you wish to send the form by post, please send it to us as follows:
Nigel Draco/Director
Waltons Insurance Brokers
11th Floor, The Plaza
100 Old Hall Street
Liverpool, Merseyside
L3 9QJ
You can contact us by telephone on 0151 236 4488 (or +44 236 4488) if you are dialling from outside
the UK).
Overall responsibility for this policy is assigned to Nigel Draco, Director, Waltons Insurance Brokers
Ltd., who will oversee all data protection complaints received and ensure that the correct
procedures are enforced.
If your data protection complaint is relatively straightforward, it may be possible to resolve it very
quickly. If we can resolve your complaint before the end of the third working day after it is received
by us, we will send you a ‘Summary Resolution Communication’ promptly, with confirmation of the
action we took to resolve your complaint.
In all other cases, we will send you a written acknowledgement of your complaint. Receipt of data
protection complaints must be acknowledged within 30 days starting when the complaint is
received. You will be advised of the name of the person investigating your data protection complaint
on your behalf.
If you have made your complaint to us verbally, we will confirm to you our understanding of this and
ask you to advise us if you do not agree. We will also explain next steps needed by you.
Investigating your data protection complaint:
Complaints are always taken seriously and handled speedily and fairly by someone who has not been
involved in the process which has given rise to the complaint. We will not charge you for the work
we undertake investigating your complaint.
To reach a fair conclusion, we will review the information available to us, which will include all
records on our files along with a report from the individual to whom the complaint relates, where
appropriate.
We will endeavour to complete our investigation and reach a conclusion as soon as possible. The
length of time this will take will be determined by the complexity of the complaint and the extent of
the investigation required. During our investigation we may ask you for additional information to
help us to reach a conclusion.
We aim to give a full response to a complaint within two weeks and in most cases this is possible. In
some instances, this may not be possible either because the issue is complex or because we need to
collect information or seek opinion or advice from another party. If there is a delay, we will advise
you of the reason and the time we anticipate it will take to give our full response, but this will not be
longer than eight weeks from the date of your complaint.
If you are not happy with our response to your complaint, you are entitled to refer your complaint to
the Information Commissioner’s Office (ICO).
You can contact the ICO as follows:
By post:
Information Commissioners Office
Wycliffe House
Water LaneWilmslow
Cheshire
SK9 5AF
By telephone: The ICO operates a telephone helpline at 0303 123 1113 (or +44 303 123 1113 from outside the UK). The helpline is open Monday to Friday, 9am to 5pm (local time).
By email: The ICO can be contacted by email using: [email protected].
By online chat: https://ico.org.uk/global/contact-us/contact-us-public/public-advice/
Via the ICO online complaint form: The ICO’s online complaint form can be found here: https://ico.org.uk/make-a-complaint/
We take all data protection complaints seriously and regularly analyse any complaints received to
identify root causes and any trends.
We will also review decisions made by the ICO in relation to any data protection complaints
involving Waltons Insurance Brokers Ltd.
We will use the resulting information to improve our services and the way that we handle future
complaints through amended processes and staff training.