How do I complain?
Contact us in whichever way suits you and say what went wrong and what you would like us to do.
- Phone
- 020 7566 0044
- Email InsuranceFX
- Post
- Complaints, InsuranceFX, Introvisory Ltd, 105-107 Farringdon Road, London EC1R 3BU
- Online
- Contact form
It helps to include your name, your firm, the dates involved and copies of anything relevant. Please do not send bank account numbers, payment details or any policyholder or claimant data.
What happens after I complain?
We acknowledge every complaint within 5 working days and aim to send a full written response within 8 weeks.
We acknowledge it
Within 5 working days, with the name of the person handling it.
We investigate
Someone not involved in the matter reviews what happened, and may ask you for more information.
We reply in writing
Within 8 weeks, setting out what we found, what we will do and where you can go next if you are not satisfied. If we need longer, we will tell you why and when to expect our answer.
Who handles a complaint about an introduction?
Introvisory Ltd handles it under its own complaints procedure, because every InsuranceFX introduction is made through Introvisory Ltd.
That covers complaints about how we ran a blind quote or cost review, how we introduced your firm, the information we gave you or how we were paid. The complaint is reviewed by someone at Introvisory who was not involved in the introduction, under Introvisory's compliance oversight. You can send it to any of the contact points above and it will reach the right person.
What if my complaint is about a provider?
Complain to the provider directly, because it carried out the conversion or payment and has its own complaints process under its FCA authorisation.
That includes the rate on a conversion, a late or returned payment, a payment held for checks, charges deducted along the way or a decision not to onboard your firm. Every provider we introduce must have a complaints procedure. If you are not sure who to contact, tell us and we will point you to the right person. If your complaint is about how we introduced you or the information we gave you, complain to us.
What if my complaint is about a claim or a policy?
Contact the insurer, broker or claims handler dealing with it. InsuranceFX has no part in placing insurance, handling claims or deciding cover.
A policyholder or claimant who is waiting for a payment should complain to the firm responsible for the claim. That firm's own complaints procedure, and where eligible the Financial Ombudsman Service, apply to insurance complaints.
Can I take my complaint to the Financial Ombudsman Service?
Probably not. The Financial Ombudsman Service only considers complaints from eligible complainants, mainly consumers, micro-enterprises, small businesses, small charities and small trusts, and only about activities it covers.
InsuranceFX works only with professional clients in the insurance market. Most insurers, reinsurers, managing agents, captives and larger brokers will not be eligible, and our introduction service for payments and spot conversions is not a regulated activity. If you think your firm may be eligible, ask us and we will tell you in our final response whether the Financial Ombudsman Service can consider your complaint. You can read about eligibility at financial-ombudsman.org.uk.
How do I complain about how my data is used?
Contact us first in the same way. If you are not satisfied with our answer, you can complain to the Information Commissioner's Office.
The ICO is the UK regulator for data protection. You can contact it at ico.org.uk/make-a-complaint or on 0303 123 1113. Our privacy policy explains how we use personal data and your rights.
Do you keep records of complaints?
Yes. We record every complaint and how it was resolved, and review them regularly to improve our service.
Complaint records are kept for 6 years after the complaint is closed, as set out in our privacy policy.