Clients

LPH Pitman is a member of the General Insurance Standards Council (GISC) and subscribes to the GISC Commercial Code. To view a copy of the code please click here.

Complaints

We are committed to providing the highest level of service to all our clients. As part of our approach to continuously improving our standards, the company's complaints procedure is set out below. If you have a complaint you should let us know about it in writing - in the first instance by contacting our Compliance Officer, Jeremy Leggett .

1. We will send a letter acknowledging the complaint and asking (if relevant) for confirmation or further explanation of the details set out. We will also let you know the name of the person who will ultimately be dealing with your complaint, which will be someone who was not involved in the handling of the business. A preliminary response should be sent within 5 business days of our receipt of your complaint.

2. We will record your complaint in our Central Register and open a file for your complaint.

3. We will then start to investigate your complaint. This may involve one or more of the following steps:

• We may ask the member of staff who acted for you to reply to your complaint within 5 days
• We may examine their reply and information within your complaint file. We may then ask the member of staff for more information. This may take up to a further 5 days from receiving their reply
• We would hope to deal with your complaint at the earliest possible opportunity and in any case we will let you have a written response within 20 business days of receipt of the complaint
• If, however, the complaint is sufficiently complicated to warrant longer investigation or it requires review of information outstanding from a third party then you will be advised accordingly
• If a response cannot be given within 20 business days you will be informed in writing of the reasons why we have been unable to resolve the complaint and need more time to do so
• We will advise you when you can expect to receive our final response.

None of the above affects any other rights or remedies available in law.