Complaints

Insure My Alpaca® is a trading name of H&H Insurance Brokers who take complaints very seriously. We welcome your views on any aspect of our service and if we fail to meet your expectations, we need to know.  To download a copy of our Complaints Procedure  please click here

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 on occasion and if this occurs, we are committed to resolving matters promptly and fairly.

Should you not be satisfied with our final response, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS). More information is available on request or on their website:  www.financial-ombudsman.org.uk

Should you wish to complain you may do so:

  • In writing to the Complaints Manager Paul Graham
  • By telephone on 01228 406290
  • By e-mail at [email protected]
  • In person by visiting our office (see above for address)

Should you not be satisfied with our final response, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS).  More information is available on request or on their website  www.financial-ombudsman.org.uk

Further details will be supplied at the time of responding to your complaint.

Financial Services Compensation Scheme (FSCS)

We are covered by the Financial Services Compensation Scheme and you may be entitled to compensation from the scheme depending on the type of business and circumstances of the claim if we cannot meet our obligations.  Further information about compensation scheme arrangements is available from the Financial Services Compensation Scheme at  www.fscs.org.uk .