Introduction
C.J. Coleman & Company Limited (trading as “C J Coleman”) Registered in England at 2-4 Idol Lane, London, EC3R 5DD Company number 01135419 Authorised and regulated by the Financial Conduct Authority FCA firm number 308201 C.J. Coleman SRL Registered in Belgium at Rue du Commerce 31, 1000 Brussels, Belgium Registration number 0750.718.137 Authorised and regulated by the Financial Services and Markets Authority C.J. Coleman SRL – UK Branch Registered in England at 2-4 Idol Lane, London, EC3R 5DD Company number BR0232020 Authorised and regulated by the Financial Conduct Authority FCA firm number 985041
Complaints
At CJ Coleman, we are committed to providing our clients with the highest possible standards of service. Should you feel that we have not fulfilled this commitment to you, please let us know so that we can try to resolve this for you as soon as possible. This guide outlines how you can contact us, how we will respond to you, and your options should you be dissatisfied with our response.
Contacting Us
Our Compliance Officer is responsible for investigating and responding to any complaints we receive. You may contact them, or any other member of our team with whom you may prefer to address the matter, by: Writing to us at: C J Coleman, 2-4 Idol Lane, London, EC3R 5DD Calling us on: +44 (0)20 7488 2211 Emailing us at: compliance@cjcoleman.com Through the ‘contact us’ section of our website: www.cjcoleman.com
How we will respond to you
We take all complaints that we receive seriously and will address them promptly, transparently and fairly in accordance with the following procedures: We hope always to resolve your concerns informally and by the close of the third business day following the receipt of your complaint. If we cannot resolve your complaint within this timeframe, however, we will write to you within five working days of receiving the complaint, during which time our Compliance Department will have commenced a thorough investigation of the circumstances surrounding your complaint. This letter will formally acknowledge your complaint and will either enclose our response or confirm that the matter is under investigation. We expect most complaints to be resolved within eight weeks of their receipt. If, however, the matter still remains open after eight weeks, we shall write to you again explaining what further action is required before we can provide you with our final response.
Who else may you be able to contact about your complaint? Lloyd’s of London Complaints, Lloyd’s, Fidentia House, Walter Burke Way, Chatham Maritime, Kent ME4 4RN +44 (0)20 7327 5693 – complaints@lloyds.com – www.lloyds.com/complaints Lloyd’s Insurance Company SA Service Manager, Complaints Team, Lloyd’s Insurance Company S.A., Bastion Tower, Marsveldplein 5, 1050 Brussels, Belgium +32 (0)2 227 39 40 – LloydsEurope.Complaints@lloyds.com – https://lloydseurope.com/complaints/ If you remain dissatisfied after C J Coleman and/or Lloyd’s have considered your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service (UK) If your complaint involves C. J. Coleman & Company Limited or C. J. Coleman SRL – UK Branch, you may be eligible to contact the Financial Ombudsman Service about your complaint. The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services. You can find more information on the Financial Ombudsman Service at www.financial-ombudsman.org.uk The Insurance Ombudsman (Belgium) If your complaint involves C. J. Coleman SRL, you may be eligible to contact the Belgium Insurance Ombudsman about your complaint. Further information is available at www.ombudsman.as
