We aim to provide a first class service at all times. However, if you have any complaint the following procedure is available to you to resolve the situation.
The person who sold you the policy should be able to answer any questions and deal with any problems regarding the interpretation, application or operation of the policy and its coverage.
If you have a complaint regarding the standard of service you have received under the policy, in the first instance please contact:
The Quality Manager
LAMP Services Ltd
Tel: 01444 451 752
Please ensure you provide us with all the relevant correspondence, documentation, evidence and situation details when you lodge your complaint.
We will acknowledge your complaint promptly in writing. Your complaint will be thoroughly considered and investigated, and we will keep you informed of any appropriate developments. We aim to give you a decision within four weeks*. If we are unable to reach this target we will write to you explaining why and advising when we hope to reach a decision. It may take up to a maximum of eight weeks to provide a final decision.
If you remain dissatisfied upon our final response, or if you have failed to receive a final decision from us within eight weeks* of our receipt of your complaint, you may be able to refer your case, free of charge, to:
The Financial Ombudsman Service
Harbour Exchange Square
We will send you further information regarding the Financial Ombudsman Service as part of our complaints process, or you can go to www.financial-ombudsman.org.uk. You will normally have six months from receiving LAMP’s final decision (or six months from LAMP’s eight week* window expiring) within which to refer your complaint. This referral service is additional to your contractual rights under the insurance.
*Note: The timescales given above are dependent upon you responding promptly to any correspondence we send you.