Complaints

We pride ourselves on offering a high level of customer service at all times. However we appreciate that sometimes, this can go wrong, which may leave you wanting to complain. If this occurs we are committed to resolving matters promptly and fairly.

1st UK Commercial Limited acts on behalf of many insurance companies. Please read below on the procedure used when handling complaints.

Complaints Procedure

Should you wish to complain please contact us using the methods outlined below:

• In writing to the Stuart Crosby, Managing Director - 1C Hylton Park, Sunderland, SR5 3HD
• By telephone on 0330 808 0709
• By email at complaints@1stukcommercial.co.uk

Upon receipt of your complaint, we will contact you to acknowledge receipt and investigate promptly. Inline with regulatory requirements, you will hear an outcome from us within 8 weeks (unless we are unable to meet this target, at which point we will contact you to explain why). Our turnaround time is often around 7-14 days.

Should you not be satisfied with our final response to your complaint, you may be entitled to refer the matter to the Financial Ombudsman Service (except in the case of a business employing 10 persons or more and with a turnover or annual balance sheet total exceeding €2 million, a charity with an annual income of £1m or more or trustees of a trust with a net asset value of £1m or more).

• In writing: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
• By e-mail: complaint.info@financial-ombudsman.org.uk
• By phone: 0800 023 4567 or 0300 123 9123