Making a Complaint
Streets Insurance Services Ltd is authorised and regulated by the
Financial Conduct Authority (‘FCA’).
If you are unhappy with any part of our service you should contact
us so that we can investigate and put things right. This document
explains how you can make a complaint to us. It also provides a
summary of our complaints handling process.
How to complain
If you are unhappy with our service, you can contact us via the
following routes:
In writing:
The Customer Resolution Manager. Mr S Street, Director
Streets Insurance Services Limited
20 Buckminster Drive,
Dorridge
Solihull
B93 8PG
By telephone:
07918 187212
By email:
steve.streetptfs@gmail.com
To help us investigate your complaint, please provide the following
information:
How we will investigate your complaint
The FCA rules require us to investigate complaints fairly and
impartially.
Where possible, we will consider your complaint and respond with
our proposed resolution by the close of the third working day after
we received your complaint.
Provided you confirm that you are happy with our response, we will
send a letter to you to confirm that your complaint has been
closed. Our letter will also provide you with information about how
you can contact the Financial Ombudsman Service if you are still
unhappy.
Where we can’t resolve your complaint within three working days, we
will write to you to formally confirm that your complaint has been
received.
We will then investigate your complaint. We will usually complete
our investigations within eight weeks. When we have finished our
investigation we will write to you to explain the outcome. Our
letter will also explain your right to refer your case to the
Financial Ombudsman Service if you are not satisfied with the
outcome.
In the unlikely event that our investigation is not completed
within eight weeks, we will write to you to explain why and let you
know when you can expect to hear from us. We will also provide
details of how to contact the Financial Ombudsman Service if you
are not satisfied with our progress.
Financial Ombudsman Service
You have a statutory right to refer your complaint, free of charge,
to the Financial Ombudsman Service if you are unhappy with our
decision or if we take longer than eight weeks to provide a final
response.
You may refer the matter to the Financial Ombudsman Service within
six months from the date of the final response letter, excluding
any further correspondence between us.
In writing:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR
By telephone:
0800 023 4567
0300 123 9 123
By email:
complaint.info@financial-ombudsman.org.uk
Or if you wish to visit the Financial Ombudsman Service’s
website
www.financial-ombudsman.org.uk
07977306389
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Streets Insurance Services Ltd is authorised and regulated by the Financial Conduct Authority (FCA)