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Complaints Procedure

It is always our intention to provide a first class standard of service. However, it is appreciated that occasionally things go wrong. You can complain by contacting Pen Underwriting Limited (as per the contact details below) quoting your policy and/or claim number. We will investigate Your concerns and provide a response as soon as possible.

If you have reason to make a complaint about our service you should contact the Complaints Officer at:

Pen Underwriting Limited,
Complaints,
7th Floor Spectrum Building,
55 Blythswood Street,
Glasgow, G2 7AT 

Telephone: 0141 285 3539
Email: pencomplaints@penunderwriting.com

Should you remain dissatisfied having received a final response to your complaint and you fit the definition of an 'eligible complainant', you may then be able to refer your complaint to the Financial Ombudsman Service (FOS). Please note that the FOS allow 6 months from the date of the final response to escalate your complaint to them. Further details on eligibility and the referral process can be found on the FOS Website.

Address: The Financial Ombudsman Service,
Exchange Tower,
London, E14 9SRR

Telephone: 0800 0234567 (for landline users)
Telephone: 0300 1239123 (for mobile users)
Email: complaint.info@financialombudsman.org.uk
Website: www.financial-ombudsman.org.uk

Details about our regulator

Quote Monkey is an appointed representative of South Essex Insurance Brokers Limited who are authorised and regulated by the Financial Conduct Authority. You can visit the Financial Conduct Authority website, which includes a register of all regulated firms, at https://register.fca.org.uk/ or you can contact them on 0845 606 1234. The Financial Conduct Authority registration number for South Essex Insurance Brokers Limited is 479477.

Financial Services Compensation Scheme

Under the Financial Services and Markets Act 2000, should the company be unable to meet all its liabilities to policyholders, compensation may be available. Insurance advising and arranging is covered for 90% of the whole claim without any upper limit. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit. Further information can be obtained on request or by visiting the Financial Services Compensation Scheme website at https://www.fscs.org.uk/.

Alternatively, the European Commission also makes available an online dispute resolution platform which can be accessed using the link below.
Website: http://ec.europa.eu/odr

Quote Monkey Limited is an appointed representative of South Essex Insurance Brokers Ltd who are authorised and regulated by the Financial Conduct Authority (Firm Reference no. 479477).
You can check these details on the FCA's Register by visiting the FCA's website, www.fca.org.uk or by contacting the FCA on 0800 111 67.

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