Complaints Procedure

At Centor Insurance & Risk Management Ltd we believe that providing the highest level of
service is of utmost importance and undertake to resolve any complaint you may have in a
timely and assiduous manner.

If you are not satisfied with any aspect of the service that you have received from Centor, please refer the matter either verbally or in writing to our Compliance Department:

We will aim to resolve your complaint by the close of business on the third business day
following receipt of the complaint. By resolve, we mean you have indicated acceptance of a
response from us, with neither the response nor acceptance having to be in writing.

If your claim cannot be resolved by the close of business on the third business day, we shall acknowledge receipt of your complaint, in writing, within five business days of it being made.

Within eight weeks from the date of receipt of your complaint, we confirm you will receive a written final response from us that either:

  • accepts the complaint and, where appropriate, offers redress or remedial action;
  • offers redress or remedial action without accepting the complaint; or
  • rejects the complaint and gives reasons for doing so; or
  • explains why we are not able to make a final response and indicates when we
    expect to be able to provide one.

If, after our final response has been received, you are not satisfied with the outcome, you may be able to refer the matter to the Financial Ombudsman Service (FOS), provided you can be classified as belonging to one or more of the following eligible categories:

  • Consumers (private individuals acting for purposes which are wholly or mainly
    outside that individual’s trade, business, craft, or profession)
  • Micro-enterprises (businesses employing fewer than 10 persons and with a
    turnover or annual balance sheet total not exceeding €2 million
  • Other small businesses (with an annual turnover of below £6.5m, and less than
    50 employees or with an annual balance sheet total of below £5 million
  • Charities with an annual income of under £6.5 million
  • Trustees of a trust with a net asset value of under £5 million

At this juncture, we will also advise you whether we are prepared to waive the referral time limit rules and we will discuss what this means to you should we reach this stage.

FOS Consumer Helpline

Monday to Friday – 8am to 8pm
Saturday – 9am to 1pm
0800 023 4 567 (calls to this number are free from mobile phones and landlines)
0300 123 9 123 (calls to this number cost no more than calls to 01 and 02 numbers)

FOS Email

FOS Correspondence Address

Exchange Tower
1 Harbour Exchange Square
E14 9SR