We know that sometimes things go wrong and, in the unlikely event this happens, we want to put it right. As a valued customer of Tapoly, we want you to tell us if our advice or service does not meet your expectations. We take all client dissatisfaction seriously and seek to use the lessons learned to improve the way we do things.
While we always aim to deliver the highest standards of service, we know that mistakes will occur from time to time so we offer you these promises:
- We will acknowledge complaints within 72 hours (if sent by email) or within 14 days (if sent by letter)
- We will investigate as quickly and as thoroughly as possible
- We will keep you advised of our progress
- We will do everything we can to resolve complaints quickly and fairly
- We will use the lessons learned from our mistakes to continuously improve our systems and procedures
If you have a complaint about personal or commercial insurance, please contact us at the following address with your policy number or claims reference as appropriate:
Compliance Officer
Tapoly Ltd
Floor 24/25, The Shard
32 London Bridge Street
London
SE1 9SG
Telephone: 020 7846 0108
Email: complaints@tapoly.com
If you wish to make a complaint about a legacy product arranged through Lloyds underwriting, you could refer the matter to the Complaints at Lloyd’s. This avenue is only available for certain products and within 7 years of the contract.
If you believe you have a complaint which reaches beyond Tapoly or, complaint about our services then please contact us first.
As part of our regulated responsibilities we will help you identify the correct precess and ensure that you have the correct information.
Still Unhappy?
If you remain dissatisfied after Tapoly has considered your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
More about the Financial Ombudsman Complaints Process