Complaint Statement

Here at Brysons Insurance Agency, we pride ourselves on providing efficient and reliable service to our customers and non-related parties. Our reputation of reliability relies on ensuring accountability and consistency.

As such, our Complaints Policy is important, and we aim to provide swift resolution for our customers. We strive to continuously improve and will maintain the relevant confidentiality protocol when dealing with all complaints.

We define a complaint as follows:

“any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service or a redress determination, which:…alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience…”

Should you wish to register a complaint about your insurance or the handling of a claim at any time, please do not hesitate to contact us using any of the contact details indicated below:

• In writing: Brysons Insurance Agency, Friars Hill Road, P.O. Box 162, St. John’s, Antigua
• Via email: office@brysonsinsurance.com
• By telephone: Tel: 1 (268) 480-1220
• By Fax: 1 (268) 462-5538

We will do the following:

• acknowledge receipt of your complaint within 5 working days as outlined by our complaint handling procedures
• investigate and provide a final written response to your complaint within a maximum of 8 weeks from date of receipt

For business underwritten by Lloyd’s Underwriters, please send complaints to:

• Complaints Officer
  • In writing: Brysons Insurance Agency, Friars Hill Road, P.O. Box 162, St. John’s, Antigua
  • Via email: office@brysonsinsurance.com
  • By telephone: Tel: 1 (268) 480-1220
  • By Fax: 1 (268) 462-5538

If the complainant is not satisfied with the resolution, you may in certain circumstances refer it to:

With regard to Local Business:

You may log your complaint with the FSRC:

• Via email: InsuranceDepartment@fsrc.gov.ag

With regard to business underwritten by Lloyd’s:

The Insured can refer the matter to the Financial Ombudsman Service at the following address:

• In writing: Exchange Tower, London, E14 9SR, United Kingdom
• Via email: info@financial-ombudsman.org.uk
• FOS web address: http://www.financial-ombudsman.org.uk/
• Telephone number from outside the UK: +44 (0)20 7964 0500
• Via Fax: + 44 (0)20 7964 1001
• Via Text: 07860 027 586 (Call Back Service)

The Financial Ombudsman Service can look into most complaints from consumers and small businesses. For more information contact them on the above number or address, or view their website: www.financial-ombudsman.org.uk

With regard to Business in St. Lucia:

Consumers must first attempt to resolve any dispute with the company prior to making a complaint to the Consumer Affairs Department.