Birchin
Legal

Complaints Policy

Last updated · November 2024

Complaints

Our aim is to provide all our clients with the highest possible standard of service. We do, however, recognise that occasionally things can go wrong. We take all complaints seriously and endeavour to resolve all grievances promptly.

How to complain

If you wish to make a complaint you can contact us using the details below. To help us deal with your complaint as quickly as possible, please have your policy or claim reference number to hand.

How we handle your complaint

Where possible, we will resolve your complaint within 3 working days and will send you a letter summarising how we have resolved your complaint within 5 business days.

If your complaint is more complex and cannot be resolved straight away, we will send you an acknowledgement of your complaint within 5 business days and will provide you with our decision within 8 weeks.

Referral to the Financial Ombudsman Service

If your complaint remains unresolved after 8 weeks, or you are dissatisfied with our final response, you may be eligible to refer your complaint to the Financial Ombudsman Service. You may be an eligible complainant if you are:

  • a consumer;
  • a micro-enterprise (a business with fewer than 10 employees and an annual turnover or balance sheet total of less than £2 million);
  • a charity with an annual income of less than £1 million;
  • a trustee of a trust with net assets of less than £1 million;
  • a person acting outside their trade, business or profession.

Financial Ombudsman Service contact details