All Complaints and Compensation 

We are an Ethical Firm and aim to provide you with a high level of customer service at all times. If you are not satisfied please contact Therapist Insurance in writing, Mr. Jonathan Balmforth, Therapist Insurance, Highdown House, 11 Highdown Road, Leamington Spa. CV31 1XT or by phone on Tel: 01926 686 600 and ask for Mr Balmforth or email  [email protected]. When dealing with your complaint we will follow our complaint handling procedure; a copy of which is available on request. We will also liase with Balens. If you are still not satisfied, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS)

Access to the FOS is available for complainants coming within one of the following categories at the time we receive their complaint: 

• Consumers (private individuals acting for purposes which are wholly or mainly outside that individual's trade, business, craft, or profession)
• Micro-enterprises (businesses employing fewer than 10 persons and with a turnover or annual balance sheet total not exceeding €2 million) 
• Other small businesses (with an annual turnover of below £6.5m, and less than 50 employees or with an annual balance sheet total of below £5 million) 
• Charities with an annual income of under £6.5 million 
• Trustees of a trust with a net asset value of under £5 million.

For further information you can visit FOS website www.financial-ombudsman.org.uk. You may also refer to the EU Online Dispute Resolution Platform https://webgate.ec.europa.eu/odr.

We are covered by the Financial Services compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 90% of the claim, without any upper limit. For compulsory classes of insurance (such as Employers Liability), insurance advising and arranging is covered for 100% of the claim without any upper limit. Further information about compensation scheme arrangements is available from the FSCS on 020 7892 7300 or www.fscs.org.uk.