Complaints Procedure

At SK Underwriting Limited we strive to provide an excellent service to all our customers but we understand that occasionally things can go wrong. We take all of your concerns seriously and endeavour to resolve all customers’ problems promptly.

If you have a question or concern about your policy you should, in the first instance follow the guidance notes or instructions in the insurance documentation you have been sent. The documentation will provide you with the insurer for your policy and how to contact them.

Your broker will also be able to advise you and provide assistance in this regard.

If your complaint relates to matters handled by SK Underwriting Limited, we will:

  • Try and resolve your complaint within three (3) working days of becoming aware of it and send you a summary resolution. If we’re unable to resolve the complaint within this timeframe, we will:
  • Send an acknowledgment of your complaint within five (5) working days of receiving it and notify you of the name and contact details of the person managing your complaint, we will then
  • Respond in full to your complaint within eight (8) weeks. If this is not possible for any reason we will write to you to explain why we have not been able to issue our final response. We will explain the reasons for this and make you aware of the course of action that might be available to you

To make a complaint to SK Underwriting Limited, please use the contact details below:

  • By telephone: 0207 553 0800 (option 5)
  • By e-mail: complaints@iprism.co.uk
  • In writing to: Complaints Manager, iprism Underwriting Agency Limited, 6th Floor, John Stow House, 18 Bevis Marks, London, EC3A 7JB

Please note SK Underwriting Limited are a wholly owned subsidiary of iprism Underwriting Agency Limited.

If Your complaint is about your Credit Agreement with Close Brothers Premium Finance, you can contact them directly:

  • By telephone: 0333 321 8566
  • By e-mail: complaintspf@closebrothers.com
  • In writing to: Close Brothers Premium Finance, Wimbledon Bridge House, 1 Hartfield Road, London, SW19 3RU

If you are unhappy with the way in which your personal data has been processed you can contact the SK Underwriting Limited Data Protection Officer (DPO) at dpo@iprism.co.uk.

IF YOU ARE STILL DISSATISFIED

If You have followed the above complaints procedure and are still dissatisfied with the outcome of your complaint, You may be able to pursue your complaint through the Financial Ombudsman Service (FOS).

The FOS is an independent body that arbitrates on complaints about general insurance products.

The FOS provides a free and impartial service for resolving disputes but You must contact them within six (6) months of receiving Your final response letter. You can also refer to the FOS if you are dissatisfied with our decision in the final response, we have asked for an extension to the eight week deadline or have failed to respond within the eight week deadline.

You can contact the FOS:

While we, your insurance broker and your Insurer are bound by the FOS’s decision, you are not and you still have the right to take legal action.

Financial Services Compensation Scheme

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Further information about compensation scheme arrangements is available from the FSCS.

  • Address: Financial Ombudsman Service (FOS), 10th Floor, Beaufort House, 15 St Botolph Street, London, EC3A 7QU
  • Telephone: 0207 741 4100
  • Helpline: 0800 678 1100
  • Facsimile: 0207 741 4101
  • Website: www.fscs.org.uk

The FSCS opening hours are: Monday to Friday 8:30am to 5:30pm excluding