Our complaints policy

We are committed to providing high-quality insurance distribution services to our clients.  When something goes wrong we need our client, or a third party which has a complaint in relation to the insurance product which is the subject of insurance distribution services supplied by us, to tell us about it.  This will help us to improve our standards.

Our complaints procedure

If you have a complaint, please contact the insurance distribution officer (Mark Sachs) at
mark.sachs@thomascooperlaw.com.

Once you have contacted Mr Sachs the following procedure will apply:

  • Mr Sachs will send you a letter acknowledging your complaint and enclosing a copy of this procedure. You may expect to receive his letter within two working days of his receiving your complaint.
  • Mr Sachs will record your complaint in our central register and open a file for your complaint.  He will do this within one working day of receiving your complaint.
  • If necessary, Mr Sachs will ask you to confirm or explain the details set out in your complaint. He will do this within five working days of his receiving your complaint. If Mr Sachs has asked you to confirm or explain the details set out in your complaint, he will acknowledge your reply and advise you what will happen next. You may expect to hear from him within five working days of your reply. If Mr Sachs has not asked you for confirmation or explanation of the details set out in your complaint, he will advise you what will happen next within five working days of his original acknowledgement of your complaint.
  • Mr Sachs will then investigate your complaint. It is intended to complete the investigation within 10 working days of the expiry of the time periods set out in 3 above.
  • Once the investigation has been completed, Mr Sachs will invite you to meet him to discuss and, it is hoped, resolve it.  This will be done within two working days of completion of the investigation.
  • Within two working days of the meeting, Mr Sachs will write to you to confirm what took place and any solutions which have been agreed with you.
  • If you do not want a meeting or it is not possible to arrange one within a reasonable time, Mr Sachs will send you a detailed written reply to your complaint. If appropriate, this will include his suggestions for resolving the matter. He will also give you the name and address of the Legal Ombudsman. This will happen within 10 working days of the completion of the investigation. If you are not satisfied with Mr Sachs’s response to your complaint, you may contact him about it.

If Mr Sachs has to change any of the timescales above, he will let you know and explain why.