Warrings Ltd - Complaints Handling Scheme relating to Insurance Business

Warrings are a General Insurance brokerage based in Chichester, West Sussex. We specialise in providing insurance for a range of businesses and certain classes of personal lines insurance. Warrings are regulated by The Financial Services Authority (FSA). As part of our regulatory requirements Warrings publish a formal complaints procedure which is set-out below.

1. Complaints may be made in writing, by e-mail, by telephone or in any other form in respect of a general insurance contract provided by us for you and the arranging of which is regulated by The Financial Services Authority.
   
   
2. We reserve the right to decline to consider a complaint that is made more than:
   
   a) six years after the event complained of; or (if later)
   
   b) three years from the date on which you became aware (or ought reasonably
       to have become aware) that you had cause for complaint.
   

   There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.

3. We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.
   
   
4. Within four weeks of receiving a complaint, we will send you either:
   
   a) a final response which adequately addresses the complaint; or
   
   b) a holding response, which explains why we are not yet in a position to
       resolve the complaint and indicates when we will make further contact with you.
   
   
5. Within eight weeks of receiving a complaint we will send you either:
   
   a) a final response which adequately addresses the complaint; or
   
   b) a response which:
   
   
• explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and
  
  
  
• informs you that you may refer the handling of the complaint to the Financial Ombudsman Service if you are dissatisfied with the delay.
  
  
6. Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.
   
   
7. If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to -