We're here toput things right.

How to Make a Complaint

You can raise a complaint in any of the following ways:

• ✓ By phone
• ✓ By email
• ✓ In writing
• ✓ In person

We encourage you to contact your usual Portwood adviser in the first instance.

What Happens Next

We aim to resolve complaints as quickly as possible, and in many cases within 3 business days.

If we are unable to resolve your complaint within this timeframe:

• ✓ We will acknowledge your complaint within 5 working days
• ✓ We will provide details of who is handling your complaint
• ✓ We will provide a description of our complaints handling process
• ✓ We will aim to issue a final response within 8 weeks

If there are delays, we will explain the reason and provide a clear timeframe for resolution.

If You Remain Dissatisfied

If you are not satisfied with our final response, or we have not resolved your complaint within 8 weeks, you may refer your complaint to the:

You must refer your complaint within 6 months of our final response.

Lloyd's Policyholders

If your insurance policy is underwritten through Lloyd's and you remain dissatisfied, you may also contact:

Premium Finance Complaints

If your complaint relates to premium finance arrangements, your complaint may be referred to the relevant finance provider for investigation and response.

Our Commitment

We will always:

• ✓ Treat your complaint seriously
• ✓ Investigate thoroughly and fairly
• ✓ Keep you informed at every stage
• ✓ Work to reach a clear and prompt resolution