Complaints

Complaints

Laferla Insurance Agency Ltd. is committed to provide its clients with the highest level of service in a professional and helpful manner. We recognize however that a client may not be satisfied with the level of service provided. To deal with this we have a complaints procedure. For the sake of clarification a complaint is broadly defined as being a written expression of dissatisfaction with services that we provide or actions we have taken that require a response. We distinguish complaints from queries. Queries are challenges to specific decisions in specific circumstances.

We Will Deal With Your Complaint

We do not look at complaints as unwanted. In fact, they may help us to see where our services or procedures may be improved. So do let us know when you feel we have made a mistake or done something which you find unsatisfactory. Even if you do not think your particular concern amounts to a complaint we would still like to know about it. You will help us improve our service further.

Step 1 - Contacting us

The first step is to talk to a member of our staff or of the intermediary if your Proposal was arranged through one. This can be done informally either directly or by telephone.

Usually the best staff member to talk to will be the person who dealt with the matter you are concerned about as he/she will be in the best position to help you promptly and to put things right. If he/she is not available or you would prefer to approach someone else then ask for the manager or senior person responsible. We will seek to resolve the problem immediately. If we cannot do this then we will take a record of your concern and arrange the best way and time for getting back to you. This will normally be within two (2) working days.

Step 2 - Taking your complaint further

If you are still unhappy, the next step is to put the complaint in writing, addressing it to the person below:

Your communication should set out the details, explain what you think went wrong and what you feel would put things right. If you are not happy about writing it, you can always ask one of our staff members to take note of the complaint, which you will then be asked to sign. You will be provided with a copy for your own reference. This record will be passed promptly to the Complaints Officer to deal with.

Once the Complaints Officer receives a written complaint, it shall be fully investigated. The complaint will be acknowledged immediately upon receipt if submitted by email (through an automatic reply), and as soon as possible if received by post. The acknowledgement will confirm receipt and indicate when you can expect a full response. This should normally be within fifteen (15) working days unless the matter is very complicated, such as where other organisations need to be contacted. Where this is the case, we will still let you know what action is being taken and will inform you when we expect to provide a full response.