Promise of Service

Guidelines and principles
Footman James is a trading name of Aon Limited, which is authorised and regulated by the Financial Services Authority in respect of insurance mediation activities only. The Financial Services Authority can be contacted on 0845 6061234 or their website which includes a register of all regulated firms can be visited at www.fsa.gov.uk/register .  

We aim to provide all our customers with a first class standard of service. We endeavour to deal fairly and promptly with all claims as the payment of claims is the practical expression of the insurance protection we are able to give you, after all this is why we are here. However, on occasions differences may occur.

If you have cause to complain, please phone Footman James on 0845 330 8431 or write to the Managing Director at Footman James. You will receive acknowledgement on receipt of your letter, with details of who will be dealing with your complaint.

If your complaint is about your insurance or your insurer, write to us. Our address if given in your Certificate of Motor Insurance. (Footman James can supply the relevant address on request.)When you do this please quote your insurance document number as it will help us to deal with your complaint promptly.We will acknowledge your complaint and advise you of our complaints handling procedure.

If your insurance is with an underwriter at Lloyd’s and you are still not satisfied with the way your complaint has been dealt with, you may ask the Policyholder and Market Assistance Department at Lloyd’s to review your case.

The address is:
Policyholder and Market Assistance Department,
Lloyd’s,
One Lime Street,
London EC3M 7HA

If you are not satisfied you may be able to refer your complaint, at any time, to:
Financial Ombudsman Service
South Quay Plaza II,
183 MarshWall,
London, E14 9SR.
Phone 0845 080 1800

These actions do not affect your rights to take legal action if necessary.

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 100% of the first £2000 and 90% of the remainder, without any upper limit.  For compulsory classes of  insurance, insurance advising and arranging is covered for 100% of the claim without any upper limit. Further information about compensation scheme arrangements is available from the FSCS or by visiting the FSCS website on www.fscs.org.uk.  

Law Applicable to the Contract.
You and the Insurer concerned are free to choose the law applicable to this insurance contract. Unless agreed otherwise with you, this insurance is governed by English Law.