Important Message:
Due to the continuing development of the COVID-19 novel coronavirus outbreak, we may experience difficulties in answering your calls within our normal timeframe due to a shortage of contact centre staff. We are taking all reasonable steps to ensure the impact to our contact centre is managed effectively. Please refer to our FAQ’s page for any non-urgent queries you may have and use your online account to manage all aspects of your policy.
Due to the continuing development of the COVID-19 novel coronavirus outbreak, we may experience difficulties in answering your calls within our normal timeframe due to a shortage of contact centre staff. We are taking all reasonable steps to ensure the impact to our contact centre is managed effectively. Please refer to our FAQ’s page for any non-urgent queries you may have and use your online account to manage all aspects of your policy.
For general enquiries, please email customerservices@freedombrokers.co.uk
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How to Make a Complaint
Freedom Brokers Ltd aim to provide you with the highest standards of service, however, there may be an occasion when you feel you have cause for complaint. If this is the case, please be assured our staff will do all they possibly can to resolve the problem and ensure you receive a prompt and fair response to your complaint.
We have a formal complaint handling procedure in place.
Our promise to you
Our complaints procedure is designed to ensure that each complaint is dealt with fairly and to your satisfaction. We aim to acknowledgement your complaint within 5 working days of your complaint being received.
We are committed to resolving your complaint whenever possible through our complaints procedure, however, if our investigations have not been completed within 8 weeks, we will outline our findings to you in writing and explain why we are unable to resolve your complaint, as well as highlighting your right to refer your complaint to the Financial Ombudsman Service.
Should you wish to discuss any concerns you may have, please telephone us on 03332 205445, or alternatively, email us at complaints@freedombrokers.co.uk
The Financial Ombudsman Service can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem.
If you wish to refer your complaint to the Financial Ombudsman Service, this must be done within six months of our final response to your complaint. If you would like more information about the Financial Ombudsman Service their contact details are as follows:
Visit www.financial-ombudsman.org
Call 0800 023 4567 or 0300 123 9123 between 8.00am to 8.00pm.
Email complaint.info@financial-ombudsman.org.uk
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Insurance policies administered by Freedom Brokers Ltd are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if the insurance underwriter cannot meet its obligations. Further information about compensation scheme arrangements is available from the FSCS website www.fscs.org.uk or write to Financial Services Compensation Scheme, 10th Floor, Beaufort House, 15 St Botolph Street, London, EC3A 7QU
Your Account
To make adjustments to your policy and to access your policy documents please log into your online account