Complaints

At Commercial Insurance Solutions, we are committed to providing a high standard of service. However, we recognise that on occasion things may not go as expected. If you are dissatisfied with any aspect of our service, we take your concerns seriously and aim to resolve complaints promptly and fairly.

How to Make a Complaint

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

In writing:
Complaints Manager
Commercial Insurance Solutions
Business Rooms The Village Hall Darton Lane Mapplewell Barnsley S75 6AL

By email:
complaints@commercialinsurancesolutions.co.uk

By telephone:
01226 491001

Please provide as much information as possible, including your policy number (if applicable), details of the issue, and what you believe would be a reasonable resolution.

What Happens Next

Once we receive your complaint:

• We will acknowledge it promptly
• Your complaint will be investigated by an appropriate member of our team
• We will keep you informed of progress where necessary

We aim to provide a final response within eight weeks of receiving your complaint.

Our Final Response

Our final response will explain our findings and any proposed resolution. If we are unable to provide a final response within eight weeks, we will explain the reason for the delay and advise you of your right to refer the complaint to the Financial Ombudsman Service.

If You Remain Dissatisfied

If you are not satisfied with our final response, or if eight weeks have passed and you have not received a response, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS).

The Financial Ombudsman Service is an independent body set up to resolve disputes between consumers and financial services firms.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

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

Referral to the Financial Ombudsman Service must normally be made within six months of the date of our final response letter.

Eligibility to Complain

Complaints may be referred to the Financial Ombudsman Service by eligible complainants. Eligibility criteria apply and can be confirmed via the Financial Ombudsman Service website.

Our Commitment

We are committed to handling complaints fairly, consistently, and promptly. Complaints are treated as an opportunity to review and improve our service where appropriate.