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Our statement to you the Customer

We are committed to providing you the customer with an exceptional level of service and care. Sometimes things can go wrong and there may be occasions when you feel you have not received the service you expected and would like to make a complaint.

Our complaints procedure, in accordance with the Financial Conduct Authority regulations is as follows:

What is a complaint?

We define a complaint as “Any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of a client about the service, or credit arrangements received from John Ansell & Partners Ltd which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience”

Who is entitled to complain?

Anyone can make a complaint, however to qualify for compensation under the Financial Ombudsman Services (FOS) regulations you must be eligible as follows:-

  • Any person capable of making a direct claim under a policy provided by us is also eligible to make a complaint
  • A business or micro enterprise employing fewer than 10 people and with an annual turnover and/or annual balance sheet total under Euros 2 million at the time of making the complaint; a charity which has an annual turnover of less than £1 million at the time the complaint is made; or a trustee of a trust, which has a net asset value of less than £1 million at the time the complaint is made.

How do I make a complaint?

Please contact John Haber-Smith or Craig Smith either, in writing: John Ansell & Partners Ltd, 1 Great Tower Street, London, EC3R 5AA, email: enquiries@ansell.co.uk , telephone: 020 7251 6821, fax: 020 7220 7434 or in person.

What happens next?

Your complaint will receive the immediate attention of a Director. In many cases we are able to respond and resolve the issue within 24 hours.

Where immediate resolution is not possible we will acknowledge receipt, investigate thoroughly and provide you with our written response.

Where we decide that redress is appropriate we will agree with you fair compensation for any acts or omissions for which we are responsible.

If we are unable to finalise our response within a four week period, we will keep you appraised of all activity, provide an explanation of the delay and continue to pursue the matter.

In the unlikely event we are still unable to issue our final response after eight weeks have elapsed, written details of the reasons for the delay will be sent to you.

If you are dissatisfied with the delay or our final response and you are an eligible complainant – you have the right to refer the matter to the FOS, which you must do within six months of receipt of our final response. We will provide a copy of their explanatory leaflet on request, and cooperate fully with the FOS in the handling of the complaint.

The FOS is an independent service in the UK for settling disputes between consumers and businesses providing financial services. You can find more information on the FOS at:

http://www.financial-ombudsman.org.uk - How to Complain

What if the complaint is against an insurer?

Where a complaint received is more properly the province of an insurer or other provider we will immediately inform you and redirect to the appropriate party. We will continue to monitor the outcome on your behalf until a satisfactory conclusion is reached.

For immediate advice, please call 0800 131 3417 or:

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