Guidelines and Principles

Footman James is a trading name of Towergate Underwriting Group Ltd, which is authorised and regulated by the Financial Conduct Authority. The Financial Conduct Authority can be contacted on 0800 111 6768 or their website which includes a register of all regulated firms can be visited at www.fca.org.uk

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 0843 357 1232 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 is 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 
Lloyd's Market Services, 
G6/86, 
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.

Financial Services Compensation Scheme ("FSCS")

We and your insurer are covered by the FSCS. You may be entitled to compensation from the scheme if we or they cannot meet our or their liabilities under this insurance. This depends on the type of business and the circumstances of the claim. For compulsory types of insurance the claim will be met in full. For non compulsory insurance, the scheme covers 90% of the claim without any upper limit. Further information about the compensation scheme arrangements is available from the FSCS.