Boroughbridge Insurance Brokers - Complaints Procedure at Boroughbridge Insurance Brokers

Complaints Procedure

For the purpose of our complaints procedure, a complaint is any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf, of any person about the provision of, or failure to provide a financial service, which alleges that the person has suffered (or may suffer) financial loss, material distress or material inconvenience.

All Complaints will be referred to an authorised complaint handler who will be responsible for resolving the complaint in line with our complaints procedure.

The authorised complaint handler will notify the Compliance Manager so they can, if required advise our Professional Indemnity Insurers.

Acknowledging a complaint

A complaint resolved by the firm by close of business on the next working day after its receipt will not:

  • receive a written confirmation of the outcome unless specifically requested;
  • comply with the forwarding rules for third parties; and
  • will not be added to our Complaints Log.

When a complaint cannot be resolved by close of business the next working day, we will promptly acknowledge the complaint in writing.

In relation to oral complaints, the written acknowledgement will set out our understanding of the complaint and will invite the complainant to contact us if our understanding is incorrect.

The acknowledgment letter will outline the result of the investigation if this has been completed.

If the investigation has not been completed, the acknowledgement letter will confirm that we will:-

a) provide regular updates on our progress.

b) advise that if our investigation has not been completed within 8 weeks from receipt of the complaint, we will write informing them why we are not yet in a position to resolve the complaint.

c) advise that on completion of our investigation, we will write informing them of the outcome.

A copy of our complaints procedure will be forwarded with the acknowledgment letter.

Investigating complaints

All complaints will be investigated competently, diligently and impartially; be assessed fairly, consistently and promptly; and all relevant factors will be taken into account.

We will investigate the complaint and where possible, will consult with all parties involved whose actions or omissions gave rise to the complaint issue(s) raised.

We will ensure that if the authorised compliant handler is the subject of the complaint, the investigation will be conducted by another authorised compliant handler.

Keeping a complainant informed

We will ensure that a complainant is regularly kept informed of our progress with regards to the investigation into their complaint.

Any progress updates will include:

  • the reasons for any delay;
  • what further information / documents we require to resolve their complaint; and
  • when they may expect to receive a further update / our final response letter

We will work towards completing our investigation into a complaint within eight weeks of its receipt.

In the event that we are unable to conclude our investigation within the eight week period, we will write to the complainant, informing them of:

  • the reasons for the delay; and
  • that if they are not satisfied with our progress, they may be able to refer the matter to the Financial Ombudsman Service (FOS).

A copy of the FOS’s consumer leaflet will be issued with the week 8 response letter.

Investigation findings

Following the completion of the investigation, if remedial action and / or redress are to be offered, decisions made by the Financial Ombudsman Service (FOS) on similar complaint issues will be taken into account and their technical advice help line will utilised.

The type of remedial action and the level of redress will be fair and appropriate and the decision to decline to offer a settlement will be validated.

Resolving a complaint

When we are able to issue a written final response to the complainant within 8 weeks, the letter will provide the complainant with:

  • details of the investigation;
  • the outcome of the investigation;
  • if relevant, any offer of remedial action(s) or the appropriate level of redress (or both), and the basis of calculation;
  • a copy of the Financial Ombudsman Service (FOS) consumer leaflet and advise that they may be able to refer the matter to the FOS but that this must be done within 6 months from the date of the final response letter, or they may lose their rights.

Financial Ombudsman Service (FOS)

We will fully co-operate with the FOS to resolve any complaint against us and agree to be bound by any fair compensation awards made by them. Consideration will be given to any recommendations made which are above the FOS compensation award limit.

We undertake to pay any levies and case fees charged by the FOS promptly.

Referring a complaint to another firm

If a complaint is received whereby we have reasonable grounds to be satisfied that another firm is solely or jointly responsible for the issue(s) raised, the complaint will be referred to them promptly and in a durable medium. We will also inform the complainant promptly of the referral and provide them with the other firms contact details.

If we are responsible on a joint basis, we will investigate the issues(s) that apply to us in line with our normal procedures.

Record Keeping

Each complaint received that is not able to be resolved by close of business the next working day, will be recorded in our Complaints Log.

We will retain and maintain a full record of these complaints and their documentation for at least 3 years from the date the complaint is received.

The information will include:

  • the name of the complainant;
  • the date, nature and substance of the complaint; and
  • the measures taken to resolve the complaint

Oversight and analysis of Complaint Handling

Our Cheif Operating Oficer has overall responsibility for complaints.

Every 6 months their Compliance Manager will undertake:

root cause analysis of the Complaints Log; and

analysis of cases where the Financial Ombudsman has disagreed with our final decision

The results will be used to identify any recurring and systematic problems, which will be addressed by training or change of procedure.

Results and remedial actions will be communicated to all employees

Staff Understanding

All employees are made aware of our complaints manual, know where it is stored, understand the definition of a complaint and know how a complaint should be escalated.

All employees are required to sign a declaration to acknowledge their understanding and agreement to act within the requirements of our complaints manual.


Correspondence relating to complaints should be addressed as follows:

The Compliance Manager

Alington Court

Adlington Business Park



SK10 4NL

email :

teleohone : 01625 854300


Douglas Smith Insurance Brokers Ltd trading as Boroughbridge Insurance Brokers is an Appointed Representative of Bollington Insurance Brokers Limited (No. 02918954) who are independent insurance intermediaries authorised and regulated by the Financial Services Authority and are wholly owned by The Bollington Group (Holdings) Limited (No. 04601252)