Complaints Procedure

Complaints Procedure

At Bullerwell, we are committed to providing excellent customer service. However, we understand that sometimes things can go wrong. If you are unhappy with any aspect of our service, we encourage you to contact us so we can resolve the issue as quickly and fairly as possible.

How to Make a Complaint

If you wish to make a complaint, please contact us using one of the following methods:

Email- mailto:dean.oldham@bullerwell.co.uk

Phone- 01234 268818

Post- Write to Bullerwell & Co Limited, 13 Goldington Road, Bedford MK40 3JY

Please include your name, contact details, policy number (if applicable), and a description of your complaint so we can assist you efficiently.

Our Complaints Process

3-Day Complaint Resolution

Where we consider a complaint to be resolved within three business days of receipt, we will send you a “summary resolution communication” which:

  • Acknowledges your complaint and confirms that we consider it resolved.
  • Provides details of the Financial Ombudsman Service (FOS) and its website (www.financial-ombudsman.org.uk), in case you wish to escalate your complaint.
  • States that we do not consent to waive the relevant time limits for referral to the FOS.

Complaints Requiring Further Investigation

If we are unable to resolve your complaint within three business days, we will follow these steps:

  • Within 3 working days: You will receive an acknowledgment letter confirming receipt of your complaint, along with the contact details of the person handling it. If we have already resolved your complaint by this time, we will send a Final Response Letter instead.
  • Within 4 weeks: We aim to provide you with a Final Response Letter. If we are unable to do so, we will contact you to explain the delay and provide an estimated timeframe for resolution.
  • Within 8 weeks: We will send you a Final Response Letter. If we are still unable to fully resolve your complaint, we will explain the reasons for the delay, provide an update on progress, and inform you of your right to escalate the matter to the Financial Ombudsman Service.

Financial Ombudsman Service (FOS)

If you are not satisfied with our final response, or if eight weeks have passed without resolution, you have the right to refer your complaint to the Financial Ombudsman Service. The FOS provides free, independent dispute resolution services.

  • Website: www.financial-ombudsman.org.uk
  • Phone: 0800 023 4567
  • Email: complaint.info@financial-ombudsman.org.uk
  • Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Access to the FOS is available for complainants coming within one of the following categories at the time we receive their complaint:

  • Consumers
  • Small businesses – a business with an annual turnover of less than £6.5 million and, either a balance sheet total of less than £5 million, or fewer than 50 employees.
  • Charities which have an annual income of less than £6.5 million
  • Trustees of a trust which has a net asset value of less than £5 million

For Lloyd’s Policyholders

If you are unhappy with the initial response to your complaint, you may, if you wish, refer your complaint to Lloyd’s, who will investigate and assess the complaint. Lloyd’s contact details are as follows:

  • Website: www.lloyds.com/complaints
  • Email: complaints@lloyds.com
  • Telephone: +44 (0) 20 7327 5693
  • Fax: +44 (0)20 7327 5225
  • Post: Lloyd’s, One Lime Street, London, EC3M 7HA

 

We’re Here to Help

Your feedback is important to us, and we are committed to resolving complaints fairly and promptly. If you have any concerns, please don’t hesitate to get in touch so we can assist you.