If you need to make a complaint

If you have a complaint, please contact us:

By phone:

From the UK:        0845 618 9729 (calls are charged at a local rate)
From abroad:       00 44 117 968 9698

By Email:               Paternoster@JLTGroup.com

By post:                 Paternoster UK Limited
                                Jardine Lloyd Thompson
                                St James House
                                7 Charlotte Street
                                Manchester
                                M1 4DZ

We will acknowledge receipt of your complaint within five working days.

Our commitment to you.

Once we have received your complaint we aim to resolve it as promptly and fairly as possible.

If we need to carry out more detailed analysis or get more information from third parties, we will let you know. This may mean that we can not get back to you as quickly as we would like to.

We follow guidelines set out by the Financial Services Authority for the time it should take to resolve a complaint:

Within four weeks:

We will investigate your complaint and endeavour to send a final response. If we are unable to provide you with a final response within this time we will send you an update.

Within eight weeks:

We will endeavour to send a final response. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.

If, after eight weeks you haven't received a final response, or you are dissatisfied with the response you have received (at any stage of the process) you can write to:

Financial Ombudsman Service (FOS), South Quay Plaza, 183 Marsh Wall, London E14 9SR

You must refer your complaint to the Financial Ombudsman within six months of the date of our final response.

More information on the Financial Ombudsman can be found at www.financial-ombudsman.org.uk