We're here toput things right.
We take complaints seriously. Our goal is to resolve matters quickly, fairly and in line with FCA requirements.
Contact Us →How to Make a Complaint
You can raise a complaint in any of the following ways:
- ✓ By phone
- ✓ By email
- ✓ In writing
- ✓ In person
We encourage you to contact your usual Portwood adviser in the first instance.
What Happens Next
We aim to resolve complaints as quickly as possible, and in many cases within 3 business days.
If we are unable to resolve your complaint within this timeframe:
- ✓ We will acknowledge your complaint within 5 working days
- ✓ We will provide details of who is handling your complaint
- ✓ We will provide a description of our complaints handling process
- ✓ We will aim to issue a final response within 8 weeks
If there are delays, we will explain the reason and provide a clear timeframe for resolution.
If You Remain Dissatisfied
If you are not satisfied with our final response, or we have not resolved your complaint within 8 weeks, you may refer your complaint to the:
Financial Ombudsman Service (FOS)
This is a free and independent service.
You must refer your complaint within 6 months of our final response.
Lloyd's Policyholders
If your insurance policy is underwritten through Lloyd's and you remain dissatisfied, you may also contact:
Premium Finance Complaints
If your complaint relates to premium finance arrangements, your complaint may be referred to the relevant finance provider for investigation and response.
Our Commitment
We will always:
- ✓ Treat your complaint seriously
- ✓ Investigate thoroughly and fairly
- ✓ Keep you informed at every stage
- ✓ Work to reach a clear and prompt resolution