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Complaints

We know that sometimes things go wrong and, in the unlikely event this happens, we want to put it right. As a valued client of Bluefin, we want you to tell us if our advice or service does not meet your expectations. We take all client dissatisfaction seriously and seek to use the lessons learned to improve the way we do things. While we always aim to deliver the highest standards of service, we know that mistakes will occur from time to time so we offer you these promises:

  • We will acknowledge complaints promptly  
  • We will investigate as quickly and as thoroughly as possible
  • We will keep you advised of our progress  
  • We will do everything we can to resolve complaints quickly and fairly  
  • We will use the lessons learned from our mistakes to continuously improve our systems and procedures 

If you have a complaint about personal or commercial insurance, please contact us at the following address with your policy number or claims reference as appropriate:

Compliance Officer, 
Bluefin Insurance Services Ltd, Central House, Beckwith Knowle, Otley Road, Harrogate HG3 1UF
t: 01423 522 431
e:insurance.complaints@bluefingroup.co.uk

If you are unhappy with our resolution to your complaint, you may be eligible to refer your complaint to Lloyd’s of London (Lloyd’s policyholders only); and/or the Financial Ombudsman Service.

Lloyd’s of London, Complaints, One Lime Street, London EC3M 7HA
t: 020 7327 5693
e: complaints@lloyds.com

Further information can be found on the Lloyd's of London website.

The Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London E14 9SR 
t: 0845 080 1800 
e: complaint.info@financial-ombudsman.org.uk

The Financial Ombudsman Service will normally only consider a complaint from private individuals, from a business that has an annual turnover of less than 2 million Euros and fewer than 10 employees or from trustees of a trust with net asset value of less than £1m.

Further information can be found on the Financial Ombudsman Service website.

If you have taken out a product online

If you have taken a product out online with Bluefin and are unhappy with the product or service you have received, you can also use the European Commission's Online Dispute Resolution platform (http://ec.europa.eu/odr) to make a complaint. The purpose of this platform is to identify a suitable Alternative Dispute Resolution provider and we expect that this will be the Financial Ombudsman Service (FOS). Please be aware that the FOS will only be able to consider your complaint after Bluefin have had the opportunity to consider and resolve this.