Our Complaints Commitment
Aserto values your feedback and is committed to resolving complaints fairly and promptly. If you're dissatisfied with any aspect of our service, we encourage you to raise your concern. Our formal complaints procedure ensures your issue is thoroughly investigated and resolved in accordance with FCA requirements.
What's Covered
- Definition of a Complaint: Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service or claims management service, which alleges financial loss, distress or inconvenience and falls under Financial Ombudsman Service jurisdiction.
- How to Complain: Clients should first speak to the person who normally deals with their insurance. Alternatively, complaints can be made in writing to the Aserto Complaints Team: Aserto Insurance Brokers, Cobac House, 14–16 Charlotte Street, Manchester M1 4FL; Tel: 0161 236 6969; Email: complaints@asertoins.com. Complaints can be made in any format. We treat all customers, including vulnerable customers, fairly.
- Acknowledgement & Investigation: We acknowledge complaints within 5 business days and aim to resolve within 3 business days when possible. We investigate thoroughly and fairly, keeping you informed throughout. A final response will be provided within 8 weeks (or 4 weeks in specific cases). There are no charges for handling complaints, and all complaints are confidential and assessed on merit.
- Escalation & Ombudsman: If not satisfied, you can request further review and ultimately refer to the Financial Ombudsman Service. FOS: Exchange Tower, London E14 9SR; Tel: 0800 023 4567 or 0300 123 9123; Email: complaint.info@financial-ombudsman.org.uk; Website: financial-ombudsman.org.uk.
Definition of a Complaint
Under FCA guidelines, a complaint is any oral or written expression of dissatisfaction, whether justified or not, from or on behalf of a person about the provision of, or failure to provide, a financial service or claims management service. This includes complaints that allege financial loss, distress, or inconvenience and fall within the jurisdiction of the Financial Ombudsman Service.
Aserto strictly follows FCA guidelines when handling complaints. We recognize that complaints provide valuable feedback and an opportunity to improve our services. Whether your complaint concerns our service delivery, advice, or claims handling, we are committed to investigating it thoroughly, treating you fairly, and providing a clear, honest response within our established timelines.
Complaints Process
If you wish to lodge a complaint, please contact us with details of your complaint, the date it occurred, and any supporting documentation. We acknowledge receipt of complaints within 5 business days and aim to resolve within 3 business days when possible. A full response will be provided within 8 weeks (or 4 weeks in specific cases).
We investigate all complaints thoroughly and fairly, regardless of their complexity. Our investigation considers all relevant facts and circumstances. We'll keep you informed throughout the process and provide our response in writing with a full explanation of our findings. In some instances, we may refer your complaint to another firm if appropriate, and we will inform you of any such referral.
Our commitment is to treat all customers—including vulnerable customers—with respect and fairness. We handle every complaint confidentially and assess each one on its individual merits. There are no charges for handling your complaint, and we view each complaint as an opportunity to improve our service.
Important Information
Timely Response: We respond to complaints within 8 weeks (or 4 weeks in specific cases)
No Charges: We do not charge for handling complaints
Fair Assessment: All complaints assessed on merit regardless of complaint value
Confidentiality: Your complaint is handled confidentially and professionally
Further Recourse: Right to escalate to FCA if not satisfied
Financial Ombudsman Service
If you are not satisfied with our response, or if we have not resolved your complaint to your satisfaction, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). The FOS is an independent service that investigates complaints about financial services providers.
Eligibility to Refer
You can refer your complaint to the FOS if you are:
- A consumer or micro enterprise (fewer than 10 employees)
- A small business (fewer than 50 employees or turnover below €10 million)
- A charity or trustee of a trust with an annual income below £1 million
How to Contact the FOS
Address: Financial Ombudsman Service, Exchange Tower, London E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: financial-ombudsman.org.uk
Important: You must refer your complaint to the FOS within 6 months of our final response letter. If you do not, you may lose the right to refer the matter to the FOS. The FOS will investigate your complaint and provide an independent decision at no cost to you.
Resolution Support
Fair Handling
Complaints handled fairly and professionally.
Mediation
Professional mediation and dispute resolution.
Resolution
Prompt resolution within established timelines.
Support
Dedicated support throughout the process.