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Complaints and Compensation

We aim to provide you with a high level of customer service at all times. However if you are not satisfied with our service please, in the first instance, contact us in writing to our Complaints Manager at Therapist Insurance, Highdown House, 11 Highdown Road, Leamington Spa. CV31 1XT.

Email: admin@therapistinsurance.co.uk

Telephone: 01926 686 600

We are an Ethical Firm and aim to provide you with a high level of customer service at all times. If you are still not satisfied please contact Balens in writing, Mr. J. Balen, Balens Ltd, Bridge House, Portland Road, Malvern, Worcs, WR14 2TA or by phone on Tel: 01684 893006 and ask for Mr. Balen or email joe@balens.co.uk or complaints@balens.co.uk. When dealing with your complaint we will follow our complaint handling procedure; a copy of which is available on request.

If you are still not satisfied you may be entitled to refer the matter to the Financial Ombudsman Service (FOS) (except in the case of a business employing 10 persons or more and with a turnover or annual balance sheet total exceeding €2 million, a charity with an annual income of £1 million or more, or trustees of a trust with a net asset value of £1 million or more) For further information you can visit the FOS website www.financial-ombudsman.org.uk. You may also refer to the EU Online Dispute Resolution Platform https://webgate.ec.europa.eu/odrWe 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.