Our complaints process

It is our intention to provide you with the highest possible level of customer service at all times. However, we recognise that things can go wrong occasionally and if this occurs we are committed to resolving matters promptly and fairly. Should you wish to complain you may do so:

  • In writing to the Complaints Manager Maria Cook, Farmers & Mercantile Insurance Brokers, Thistledown Barn, 204 Holcot Lane, Sywell, Northampton, NN6 0BG
  • By telephone on 01604 782782
  • By e-mail at complaints@fandmgroup.co.uk

If you have bought your insurance online, you can also register your complaint on the Online Dispute Resolution website, which has been set up by the European Commission.

Should you not be satisfied with our final response, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS). Their contact details are as follows:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London E14 9SR
Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Telephone: 0800 0234 567 or 0300 1239 123

Complete the complaints form

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To find out more about our complaints process, call 01604 782 782