Image description

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:

  • Your name
  • Address and contact details
  • The name of the adviser and any dates you feel are relevant
  • The product/service you are unhappy with
  • An explanation of why you are unhappy

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