Whilst we will make every effort to maintain the highest standards, we recognise that there may be occasions when we fail to satisfy the particular requirements of our customers. We therefore have in place procedures to investigate and remedy any area of concern. If at any time you have a complaint about the services that we provide for you, then you should contact:
The Managing Director
Rossborough Insurance (IOM) Limited
New Wing
Victory House
Prospect Hill
Douglas
Isle of Man
IM1 1EQ
Email: UK.Rossborough.Compliance@AJG.com
In such circumstances we promise:
- To try and resolve the complaint informally, and write to you confirming if we have done so;
- To have complaints and expressions of dissatisfaction reviewed fairly and independently by a person of appropriate seniority and authority
- To acknowledge any complaint within 5 business days;
- To respond fully to your concern or complaint within four weeks or less. If for any reason this is not possible, we will write to you to explain why we have been unable to conclude the matter quickly.
- If we have been unable to resolve your complaint in eight weeks, we will write to you explaining the reason as to why this has not been possible. We will also advise you of your right to refer your complaint to the Financial Services Ombudsman Scheme.
If you still feel that we have not been able to resolve the matter to your satisfaction, after this process you may have the right to refer your complaint to the Financial Services Ombudsman Scheme; the address is:
Financial Services Ombudsman Scheme
Thie Slieau Whallian
Foxdale Road
St John's
Isle of Man
IM4 3AS
Tel: 01624 686500
Email: ombudsman@iomoft.gov.im
If you take any of the action above, it does not affect your statutory right to take legal action.
