Complaints Handling
We do our best to provide a high level of service and Customer care every time. However, sometimes things can go wrong, and we may fail to meet your expectations. Our internal Complaints procedures allow us to deal with Complaints fairly, effectively and promptly. If you think we have let you down, please tell us why.
What you need to do if you have a Complaint
You should raise your Complaint with us by telephone, email, letter, or in person to:
Goodman Pettigrew Ltd t/a Pertinent Risk, Complaints Department
41 Monks Avenue
Barnet EN5 1BZ
020 7870 8411
How we will handle your Complaint
We will endeavour to resolve your Complaint as quickly as possible. If we are unable to resolve your Complaint by close of business on the third business day after receipt, the Complaints team at Acrisure Eleven Network Limited will:
Acknowledge your Complaint promptly and in writing
Work with us to investigate your Complaint
Advise you of the person dealing with your Complaint and how you can contact them
Provide a final response to your Complaint within 8 weeks of receipt
If you are dissatisfied with the Final Response, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge but you must do so within six months.
If you do not refer your complaint in time, the Ombudsman will not have the permission of Acrisure Eleven Network Limited to consider your complaint, and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
The Ombudsman contact details are:
Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR Tel: 0800 023 4567
Email: Complaint.info@financial-ombudsman.org.uk
Further information is available on the Financial Ombudsman Service website
