Complaints

Contact us

Staple Hall Underwriting Services Limited is committed to providing you with a high level of customer service. As part of this commitment, we operate a complaints procedure which meets the criteria set by the FCA, the UK regulator for insurance intermediaries.

If you wish to register a complaint please contact us, either via your usual Staple Hall contact, or alternatively, using any of the contact details indicated below:

In writing: Managing Director, Staple Hall Underwriting Services Limited, 52-54 Gracechurch Street, London EC3V 0EH
Via email: compliance@shusltd.com
By telephone: 020 3837 5680

Upon receipt of a complaint (or upon your specific request), we will provide you with a copy of our complaint handling procedures. We will also endeavour to investigate and resolve your complaint promptly and fairly.

If we are unable to resolve your complaint

If we are unable to resolve your complaint and you are one of the following:-

a consumer
a micro-enterprise (an enterprise which employs fewer than 10 persons and has a turnover or annual balance sheet that does not exceed EUR 2 million)
a charity with an annual income of less than GBP 1 million,
a trustee of a trust which has a net asset value of less than GBP 1 million, and where your complaint relates to activities carried on from an establishment in the UK, or in some circumstances, where the complaint relates to activities carried on from an establishment in the EEA, you may be entitled to refer your complaint to the Financial Ombudsman Service (‘FOS’).

The FOS contact details are as follows: –

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

Telephone:: 0800 023 4567 or 0300 123 9123
Email:: complaint.info@financial-ombudsman.org.uk
Website:: www.financial-ombudsman.org.uk

Complaints against insurers Staple Hall Underwriting Services Limited also act on behalf of insurance companies and Lloyd’s syndicates. The complaints procedure that will apply depends on whose behalf we act. To identify which procedure applies to you, please refer to your policy wording. If you have any doubt as to which procedure applies to you, please contact us.

If you are a Lloyd’s policyholder and wish to ask Lloyd’s to investigate your complaint, you may do so by contacting Lloyd’s in any of the following ways

In writing: The Complaints Team, Lloyd’s, 1 Lime Street, London EC3M 7HA
By email: complaints@lloyds.com
By phone: +44 (0)20 7327 5693
By fax: +44 (0)20 7327 5225
Website: www.Lloyds.com/complaints

Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” available at www.lloyds.com/complaints and are also available from the above address.

If you are not happy with the way Lloyd’s handles your complaint, you can refer your case to the Financial Ombudsman Service, using the contact details previously provided.

Complaints Procedure 1

Within the scope of the Financial Ombudsman Scheme

What you can expect from us when dealing with your complaint

1. Acknowledgement

We will respond to your complaint within 5 working days of receipt. If we are unable to provide a full response at this time, we will acknowledge that we have received your complaint and are dealing with it.

2. Response

We will investigate your complaint and provide our response in writing within 8 weeks of receipt. If we are able to do this sooner, we will. If after 4 weeks we are unable to provide a full response, we will let you know in writing the current position.

Our final response will consider:

A summary of the complaint
A summary of the investigation work that has been undertaken
Staple Hall summary of the matter and our conclusion

3. If you are unable to settle your complaint with us (Financial Ombudsman Service ‘FOS’):

If we have not provided an acceptable response to your complaint, you may be eligible to contact the FOS. They will require you to complete one of the forms available on their website, http://www.financialombudsman.org.uk/consumer/complaints.htm or you may call them on 0300 123 9 123 or 0800 023 4567.

4. If we cannot meet our obligations (Financial Services Compensation Scheme ‘FSCS’):

We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 90% of the claim, without any upper limit. Further information about the compensation scheme arrangements is available from the FSCS.

5. Who regulates us?

Staple Hall Underwriting Services Limited. Staple Hall Underwriting Services Limited (UK FCA Regulatory number 486319), is an Appointed Representative of RFIB Group Limited (Company Registration Number: 01502259; UK FCA Firm Regulatory Number: 310508)

Our permitted business is advising, arranging and assisting in the administration of general insurance contracts. Where we place your insurances under a special scheme, we may also be acting as agent of the insurer, in which case we will advise you. You can check this on the FCA’s Register by visiting www.fsa.gov.uk/register or by contacting the FCA on 0845 606 1234.

Complaints Procedure 2

Outside the scope of the Financial Ombudsman Scheme