Countrywide Legal Indemnities Customer Feedback & Complaint Procedure

Your feedback is welcome

Countrywide is committed to providing the highest standard of service to our customers and to do all that we can to ensure that you are totally satisfied. Occasionally we may not live up to your expectations and in such circumstances we want to hear from you. This gives us the opportunity to put matters right for you and to improve our service for all our customers.

If you have a complaint or comments to make please address them to:

The Underwriting Manager (complaints)
Countrywide Legal Indemnities Limited
St Crispins
Duke Street
Norwich
Norfolk
NR3 1PD

Telephone: 01603 617617

E-mail: complaints@countrywidelegal.co.uk

How we will respond

Our Underwriting Manager will work with you to resolve your complaint. We will wish to resolve the situation to your satisfaction as quickly as possible and would hope that our full complaints procedure will not be necessary.

In the event that your complaint is not resolved quickly to your satisfaction we will: -

i)	Provide a written acknowledgement of your complaint within five working days.
ii)	Provide details of whom within our Company will be dealing with your complaint and how you can contact them. You will be able to have a personal meeting if you so wish.
iii)	Advise how long we think it will take us to investigate your complaint.
iv)	Aim to resolve your complaint within four weeks of the complaint being made.
v)	In the event we are unable to resolve your complaint within this timescale, inform you, prior to the expiry of this four week period, why we are unable to resolve the complaint at that time, what will now be happening and when we expect to be able to write to you with a final response to your complaint.
vi)	Write to you within six weeks of you making a complaint with our final response or a further progress report on our investigations.

If you are still not satisfied

We would have liked to have resolved your complaint to your complete satisfaction. If however you remain unhappy with our response, please write to us giving the reasons why you remain unhappy, any other matters you feel are relevant to your complaint and details of how you would like to see your complaint resolved.

The Company’s Underwriting Director will then review your complaint and hopefully the matter can finally be resolved.

If the matter still remains unresolved we will write to you, within eight weeks of receiving your original complaint, setting out our final decision and the reasons behind it. Our letter will also advise you if you are eligible to refer your complaint to the Financial Ombudsman Service who can be contacted at:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Tel: 0845 080 1800

E-mail: enquiries@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

Please note that the Ombudsman will not consider your complaint until we have had the opportunity to resolve the matter directly with you.

We are confident that, with your feedback, we will be able to provide all our customers with an ever-improving service.

	Countrywide Legal Indemnities is authorised and regulated by the Financial Services Authority
	Firm Reference Number 311764
	All Policies underwritten on behalf of Liberty Legal Indemnities at Lloyd's (Syndicate 4472)