Our commitment to you

 At Broker Direct each of our customers is important to us, and we believe you have the right to a fair, swift and courteous service at all times. If you wish to complain to us, please contact us using the telephone number, email address (compliance@brokerdirect.co.uk) or postal address which is provided in your policy documentation.

 In the event we receive a complaint from you:

Complaints Procedure

1) We will acknowledge your complaint within 5 working days of receipt of your complaint.

2) We will investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update.

3) We will endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.

4) If more than 8 weeks from the date of your complaint has past and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to:

Financial Ombudsman Service (FOS), Exchange Tower, London,E14 9SR

 https://www.financial-ombudsman.org.uk/         

 You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response.