complaints procedure

If you have any reason to complain about the advice or service you’ve received, you should contact us as soon as possible.

You can refer your complaint in writing or verbally to the Compliance Officer or Chief Claims Manager at:

Ecclesiastical
Beaufort House
Brunswick Road
Gloucester
GL1 1JZ

Tel: 01452 528533
Fax: 01452 423557
Email complaints@eigmail.com

Our promise to you

We will acknowledge all complaints within five working days
All complaints will be investigated independently at a senior level within Ecclesiastical
We will respond formally to your complaint within four weeks
If after four weeks we have not completed our investigation, we will write to tell you the progress of the investigation. We will then write to you again within eight weeks of receiving your complaint with our response, or to inform you of the progress being made
If you’re not satisfied with our response, or we have not completed our investigation after eight weeks, we’ll inform you of your right to take the complaint to:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

This complaints procedure does not affect your right to take legal proceedings.