Complaints procedure

Isis is committed to providing the highest standard of service to our customers to ensure that you are totally satisfied. Occasionally however, we may not live up to your expectations, and in such circumstances, we want to hear from you. We promise to investigate your complaint, resolve it as quickly as possible and provide you with a satisfactory conclusion. In doing so we hope this will also help us to improve our service for all our customers.

If you have a complaint, please address it to:

The Underwriting Manager (Complaints)
Isis Conveyancing Insurance Specialists
The Royal
25 Bank Plain
Norwich
Norfolk
NR2 4SF

Telephone: 01603 761515
Email: complaints@isisconveyancing.co.uk

How we will respond

Our Underwriting Manager will work with you to investigate your complaint and resolve the situation to your satisfaction as quickly as possible.

In the event that your complaint cannot be resolved quickly and to your satisfaction we will:

1. provide a written acknowledgement of your complaint within five working days
2. provide details of who will be dealing with your complaint at Isis and how you can contact them. You will be able to have a personal meeting if you require
3. advise how long we think it will take us to investigate your complaint
4. aim to resolve your complaint within four weeks of the complaint being made

If we are unable to resolve your complaint within this timescale, we will inform you, prior to the expiry of this four week period, why we are unable to resolve it at that time, what will happen next, and when we expect to be able to write to you with a final response.

If you are still not satisfied

In the unlikely event that you remain unhappy with our response, please write to us with full details, explaining how you would like to see your complaint resolved. The company's Underwriting Director will then review your complaint and endeavour to resolve the issue. We will also advise you if you are eligible to refer your complaint to the Financial Ombudsman Service which can be contacted at:

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

Tel: 0845 080 1800
Email: enquiries@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk