Complaints Procedure
Our Complaints handling procedure in respect of your insurance policy or our Service
Our aim is always to provide our customers with a first-class service; however we are aware that, occasionally, it is possible that we may fail to meet your expectations. If for any reason we have not met your expectations, let us know as soon as possible, by calling our main office telephone 023 8026 9009 or write to:
Jade Winter
Norris & Fisher (Insurance Brokers) Ltd
Threefield House
Threefield Lane
Southampton
SO14 3LP
Email: jade.winter@norrisandfisher.com
If we are unable to resolve the issue to your satisfaction by the end of the third business day following receipt, we will formally investigate the matter. You will receive an acknowledgement of the matter together with a copy of our complaints process promptly and certainly within 5 working days. We will then aim to investigate and provide a resolution as quickly as possible, informing you of a final response no later than 8 weeks.
If you are not happy with our response, or the position after a period of 8 weeks, you may be eligible to refer your complaint to the Financial Ombudsman Service (FOS) for an independent assessment and opinion.
The FOS Consumer Helpline is on 0800 023 4567 (free for people phoning from a “fixed line" (for example, a landline at home) or 0300 123 9123 (free for mobile-phone users paying monthly charge for calls to No’s starting 01 or 02). Alternatively you can contact them at Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR. www.financial-ombudsman.org.uk
A full copy of our complaints procedure is available on request.
Our Data Protection complaints handling procedure
It is always our intention to provide high standards of Customer Service. However, even with the best of intentions it is sometimes possible to fail to meet expectations.
If that happens, we always wish to put things right, as soon as we can.
We use the following definition of a data protection complaint, “any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of a complainant about the processing or use of the subject’s personal data.”
How can YOU make a data protection complaint?
You can make a data protection by contacting us by any of the following means:
In the first instance please complain to Norris & Fisher using this form: Click Here.
Once complete, please then email the completed data protection complaint form to:
tom.ingram@norrisandfisher.com
Alternatively, if you wish to send the form by post, please send the form to us as follows:
Tom Ingram/Director
Norris & Fisher (Insurance Brokers) Ltd
Threefield House
Threefield Lane
Southampton
SO14 3LP
You can contact us by telephone on: 023 8026 9009
Our opening hours are Monday to Friday, 9 a.m. to 5 p.m.
Responsibility:
Overall responsibility for this policy is assigned to Tom Ingram, Director, who will oversee all data protection complaints received and ensure that the correct procedures are enforced.
Acknowledging your data protection complaint:
If your data protection complaint is relatively straightforward it may be possible to resolve it very quickly.
If we can resolve your complaint before the end of the third working day, after it is received by us, we will send you a ‘Summary Resolution Communication’ promptly, with confirmation of the action we have taken to resolve your complaint.
In all other cases we will send a written acknowledgement of your complaint. Receipt of data protection complaints must be acknowledged within 30 days, starting when the complaint is received. You will always be advised of the name of the person investigating your data protection complaint on your behalf.
If you have made your complaint to us verbally, we will confirm to you our understanding of this and ask you to advise us if you do not agree. We will also provide details of any next steps you need to take.
Investigating your data protection complaint:
Complaints are always taken seriously and handled speedily and fairly by someone who has not been involved in the process which has given rise to the complaint. We will not charge you for the work we carry out to investigate your complaint.
To reach a fair conclusion, we will review the information available to us, which will include all records on our files along with a report from the individual to whom the complaint relates, where appropriate.
We will endeavour to complete our investigation and reach a conclusion as soon as possible. The length of time this will take will be determined by the complexity of your complaint and the extent of the investigation required. During our investigation we may ask you for additional information to help us to reach a conclusion.
We aim to give a full response to a complaint within two weeks, and in most cases this is possible. In some cases, this is not possible either because the issue is complex or because we need to collect information or seek opinion or advice from another party. If there is a delay, we will advise you of the reason, and the time we anticipate it will take to give our full response, but this will not be longer than eight weeks from the date of your complaint.
If you are not happy with our response to your complaint, you are entitled to refer your complaint to the Information Commissioner’s Office (ICO).
You can contact the ICO as follows:
By post:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
By telephone:
The ICO operates a telephone helpline at 0303 123 1113 (or +44 303 123 1113 from outside the UK). The helpline is open Monday to Friday, 9am to 5pm (local time).
By email:
The ICO can be contacted by email using: icocasework@ico.org.uk.
By online chat:
https://ico.org.uk/global/contact-us/contact-us-public/public-advice/
Via the ICO online complaint form:
The ICO’s online complaint form can be found here: https://ico.org.uk/make-a-complaint/
Complaints analysis
We take all data protection complaints seriously and regularly analyse any complaints received to identify root causes and any trends.
We will also review decisions made by the ICO in relation to data protection complaints involving Norris & Fisher Brokers Ltd.
We will use the resulting information to improve our services and the way that we handle future complaints through amended processes and staff training.
