Procedures
At ERGO Specialty UK Ltd, we strive to offer a high-level of service. However, if at any time you think we haven’t met your expectations, please let us know. We can work with you to understand what has happened and to try and put things right.
How do I make a complaint?
You can make a complaint in any of the following ways:
By phone
You can call our Complaints Team directly on :
0203 0037130
By email
You can email our Complaints Team at:
complaints@ergo-specialty.co.uk
By post
Write to us at our Head Office, ERGO Specialty UK Ltd, 10 Fenchurch Avenue, London EC3M 5BN. Please address your letter for the attention of our Complaints Team.
How will you investigate my complaint?
Your complaint will be investigated by the Complaints Team. The Complaints Team is a standalone function within ERGO who deal with all complaints received across the business. We aim to assess any complaint fairly, consistently and promptly to determine whether it should be upheld and, if so, what remedial action or redress may be appropriate.
How long will it take?
We will acknowledge your complaint within 5 working days from receipt. If we can issue a response immediately, the acknowledgement may be combined with the response.
In all other cases, we aim to resolve all complaints within 8 weeks.
Can I refer my complaint to the Financial Ombudsman Service?
We want to resolve complaints with you directly but if you are not satisfied with our final response, you may be entitled to refer your complaint to the Financial Ombudsman Service for its consideration. This a free and independent service for resolving complaints. Whether the Financial Ombudsman Service can review your complaint will depend on what you are complaining about.
In our final response letter, we will let you know your rights and if you can refer your complaint to the Financial Ombudsman Service, we will let you know how to do this and send you a leaflet detailing the FOS complaints procedure.
The Financial Ombudsman Service can be contacted at
the following address:
Financial Ombudsman Service
Exchange Tower
London E14 9SR
Telephone: 0300 123 9123
Email: complaint.info@financial-ombudsman.org.ukwww.financial-ombudsman.org.uk