How we handle complaints
The Xenia Broking Group (Xenia) is committed to providing an excellent service to our clients but we recognise that there may be occasions when you may feel we could do better. If this is the case then please follow the relevant procedure, set out below, to log your complaint.
Our complaints procedure is designed to be consistent with regulatory requirements regarding dispute resolution, and additional rights will be available to “eligible complainants”. An “eligible complainant” is defined by the Financial Conduct Authority as:
- a private individual;
- a guarantor;
- a charity with an income of less than GBP6.5m;
- a trustee with a net asset value of less than GBP5m;
- a microenterprise with fewer than 10 employees and a turnover or balance sheet of less than EUR2m at the time of the complaint; or
- a small business with an annual turnover of less than GBP6.5m and (a) fewer than 50 employees or (b) annual balance sheet of less than GBP5m at the time of the complaint.
How to make a complaint
Please contact us, via telephone, email or letter at your earliest convenience with the following information:
- Your policy or claim number
- Name of the Insured
- Details of your complaint
Our contact details are:
Xenia Broking Group
52 - 56 Leadenhall Street
London EC3A 2EB
Telephone: +44 (0)20 3011 5700
Email: [email protected]
If your complaint does not relate to a service that Xenia provides, we will inform you in writing as soon as possible. We will also assist you to identify the correct person or entity to whom your complaint should be addressed.
Initially your complaint will be assessed to determine if it can be resolved to your satisfaction within three business days of us receiving it. If you are an eligible complainant and we have resolved your complaint within three business days, we will confirm this by issuing a Summary Resolution Letter.
This letter will provide you with details of how to refer your complaint to the Financial Ombudsman Service (FOS), should you subsequently decide you are unhappy with the resolution of the complaint.
If your complaint cannot be resolved within three business days, we will send you an acknowledgement letter within five working days, and keep you informed of the progress of your complaint. We aim to resolve your complaint within 8 weeks. However in some circumstances this may take longer. We will then contact you explaining why and how long our investigation is likely to take.
If you are dissatisfied with the resolution of your complaint, and you are an eligible complainant, you may be able to refer your complaint to the FOS. The FOS is an independent service in the UK for settling disputes between consumers and businesses providing financial services. The FOS's contact details are as follows:
Financial Ombudsman Service
Harbour Exchange Square
Email: [email protected]
Telephone: +44 (0)800 023 4567
Please remember that you may have to refer your complaint to the FOS within specific timelines. We will communicate the applicable timeline in our response to your complaint.