Complaints Procedure

1. Who We Are

Focus Insurance Services is an independent insurance broker authorised and regulated by the Financial Conduct Authority (FCA) (FRN: 717691).

Registered Office: 29 Ivatt Way, Peterborough, PE3 7PH
Principal: Abid Hussain

2. How to Make a Complaint

You can complain using any of the following routes:

To help us investigate promptly, please provide:

• Your policy number (if applicable)
• A clear summary of the issue
• Relevant dates, names and documents
• What outcome you are seeking

3. Our Complaints Process and Timelines

We aim to resolve complaints fairly, consistently and as efficiently as possible. Our process is aligned with FCA DISP and ICOBS requirements.

4. Financial Ombudsman Service (FOS)

If you are unhappy with our final response, or if you do not receive a final response within 8 weeks, you may be able to refer your complaint to the Financial Ombudsman Service.

Time limit: You must normally refer the complaint to the FOS within 6 months of the date of our final response letter.

Who Can Use the FOS (Eligibility)

• Consumers
• Micro-enterprises (fewer than 10 employees and turnover or balance sheet under £2m)
• Small charities (annual income under £6.5m)
• Certain small trusts (net assets under £5m)

5. If Your Complaint Relates to an Insurer or Claims Handler

Some issues are best handled directly by the insurer. For example:

• Claim decline or settlement disputes
• Policy coverage/exclusions and insurer policy terms
• Insurer premium decisions

If your complaint is about an insurer decision, we can provide the insurer's complaints procedure and signpost you to the right contact route.

If your complaint is about our service as your broker (e.g., advice, service, fees, administration, communication), you should use this complaints procedure.

6. Vulnerability and Accessibility Support

We can provide additional support for customers who may be vulnerable or who need extra assistance. Options may include:

• Flexible communication methods (phone, email, post)
• More time to respond and explain options
• Clear language and step-by-step explanations
• Allowing a representative to communicate on your behalf
• Alternative formats where available
• Interpretation support (where practicable)

7. Fair Outcomes and Continuous Improvement

We will:

• Assess each complaint on its merits
• Consider impact and fairness
• Provide redress where appropriate
• Give clear explanations and outcomes

We also undertake root cause analysis to identify recurring issues, and we report complaint trends and improvement actions to senior management to drive continuous service enhancement.