Complaints Procedure

Coverex Brokers Limited will do its best to provide you with a high level of service and Customer care every time. However, sometimes things can go wrong and we may fail to meet your expectations. Our internal Complaints procedures allow us to deal with Complaints fairly, effectively and promptly. If you think we have let you down, please tell us why.

What you need to do if you have a Complaint

You should raise your Complaint with us by telephone, email, letter, and fax or in person to:

Coverex Brokers Limited

Mr Michael Filson
Managing Director
Mike@coverex.co.uk
21 Canterbury Road, Hale, Cheshire, WA15 8PL

How we will handle your Complaint

We will endeavour to resolve your Complaint as quickly as possible. If we are unable to resolve your Complaint by close of business on the third business day after receipt, the Complaints team at TEn Insurance Services Ltd will:

  • Acknowledge your Complaint promptly and in writing
  • Work with us to investigate your Complaint
  • Advise you of the person dealing with your Complaint and how you can contact them
  • Provide a final response to your Complaint within 8 weeks of receipt

If a resolution cannot be reached

If you are dissatisfied with the Final Response, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge but you must do so within six months.

If you do not refer your complaint in time, the Ombudsman will not have the permission of TEn Insurance Services Ltd to consider your complaint, and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

Contact details are as follows

Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR Tel: 0800 023 4567

Email: Complaint.info@financial-ombudsman.org.uk

Further information is available on the Financial Ombudsman Service website www.financial-ombudsman.org.uk

what our clients say about us…

We recently set you the task to insure Red 7 we were struggling to find some of the policys we required for an upcoming company audit. After a good meeting with you to explain what it was we needed you came back to us the next day with a specialist security insurer who met all our needs at a great price .

Mike you are a great bloke and fantastic to deal with and I would recommend you and your services to absoloutly anyone

We were looking at getting public liability insurance for our business. We gave Coverex a call and they came back to us the same day with a very competitive quote for us. We were extremely pleased at how fast and efficient they came back to us.

Mike Filson provides the level of expertise and personal contact that is invaluable to a solicitors practice seeking affordable cover for both PI and general commercial insurance.
My previous experience of being on call centre hold and having to chase quotes is thankfully a thing of the past.

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