Complaint handling arrangements for UK residents
If You have any questions or concerns about the insurance or the handling of a claim You
should, in the first instance, contact:
PJ Hayman & Company Limited, Stansted House, Rowlands Castle, Hampshire PO9 6DX
We are dedicated to providing You with a high quality service and want to ensure that this is
maintained at all times. If You feel that We have not offered a first class service or You have any
questions or concerns about this Policy or the handling of Your claim please contact Us,
quoting BMC and Agreement Reference Number B6151PJHBMC2023 and We will do our
best to resolve the problem. Our contact details are:
Head of Compliance
2 Minster Court, 1st Floor, Mincing Lane, London, EC3R 7BB
If Your complaint can be resolved within three (3) business days:
We will aim to resolve Your concerns within three (3) business days, following receipt of Your
complaint. A written Summary Resolution Communication will be provided to You if the
complaint is resolved to Your satisfaction.
In the unlikely event that You remain dissatisfied, You may be entitled to refer the matter to the
Financial Ombudsman Service, free of charge.
If Your complaint cannot be resolved within three (3) business days:
We will send You an acknowledgement letter to explain Your complaint has been escalated to
the Head of Compliance, who will investigate Your complaint and keep You informed
throughout the process.
We will investigate Your complaint and provide one of the following within eight (8) weeks of
receipt of Your complaint:
- A final response letter explaining the outcome of Our investigation, the reason for Our
decision and information on how to steps to take, should you remain dissatisfied; or
- A holding letter confirming when we anticipate We will have concluded Our investigation.
Referring to the Financial Ombudsman Service:
Should You remain dissatisfied with the outcome of our investigation or We are unable to
conclude Our investigation within eight (8) weeks, You may be able to refer Your complaint to
the Financial Ombudsman Service (*if eligible), provided You do so within six (6) months of the
date of the Final Response.
The contact details for the Financial Ombudsman is:
Financial Ombudsman Service
Postal address: Exchange Tower, Harbour Exchange, London E14 9SR
Customer Helpline: 0800 023 4567 or 0300 123 9 123
Website: www. financial-ombudsman.org.uk
* The Financial Ombudsman Service may not be able to consider a complaint if You have not
provided Us with the opportunity to resolve it first, or if You are:
- a small business which has an annual turnover of more than £6.5 million; and has annual
balance sheet of more than £5 million; or employs more than 50 persons.
- a trustee of a trust with a net asset value of more than £5 million; or
- a charity with an annual income of more than £6.5 million.
The Financial Ombudsman Service is an independent service in the UK for settling disputes
between consumers and businesses providing financial services.
The complaints handling arrangements above are without prejudice to Your rights in law.