Complaints

Our commitment to you

Kay & Lane Insurance Brokers are committed to providing the highest standard of service to its customers.  However, should you need to complain, we will do everything possible to ensure your complaint is dealt with quickly and fairly.

How to complain

There are a few things we’ll need from you to find out about the current status of your policy/claim:

• Your policy number.  This is the most important of all as it will help us to find your details easily and where possible understand how best to rectify the situation.
• Details of what went wrong. Please give us as much detail as possible. Where necessary please include the dates of your interactions with us and key events which are relevant to your complaint.
• How can we contact you? Just in case we need to speak to you further, please include some contact details and a preferred method of contact (e.g. phone or email).

Give us a call

The easiest way to complain is simply to give us a call.

Our main office telephone number is 01226 491001.

The member of staff receiving your call will try to resolve your complaint immediately.  If they cannot, or further investigation is required, we promise to inform you of this within five business days.

In the unlikely event that your complaint has not been resolved within four weeks of its receipt, we will contact you and let you know the reasons why and the further action we will take.

Within eight weeks of its receipt we will either issue you with a final response letter detailing the outcome of our investigation and our decision, or a letter confirming when we anticipate to have concluded our investigation.

Email us

To email us regarding a complaint, please email the Managing Director – manager@kayandlane.co.uk

When sending emails you should not include any personal, financial or other confidential details as this method is not a secure way of supplying information.

Write to us

If you wish to make a complaint in writing please address this to the following

The Managing Director,

Kay & Lane Insurance Brokers,
Office Suite,
Mapplewell Village Hall, Darton Lane,
Mapplewell,
Barnsley,
S75 6AL

The Financial Ombudsman Service (FOS)

If you are unhappy with our decision (or one provided by Lloyd’s where applicable), or if we do not complete our investigation within 8 weeks, you may be entitled to refer your complaint to the Financial Ombudsman Service.

The FOS is an independent service for settling disputes between businesses providing financial services and their customers. This service is free to customers.

Please note that if you wish to refer your complaint to the FOS this must be done within 6 months of our final response letter.

The FOS contact details are:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Helplines:

0800 023 4567 or 0300 123 9123

Website: www.financial-ombudsman.org.uk