Lloyd Latchford Group

Call Freephone 0800 707 6807 for our most competitive quote

Making a complaint

At Lloyd Latchford Group, our aim is to always exceed your expectations and to get things right, on time, every time. We also recognise that we do make mistakes from time to time, and when we do we want you to be able to tell us quickly and efficiently.

We hope that being able to tell us you are unhappy is our opportunity to put things right and to learn from our mistakes so we can improve for the future.

Our promise to you

We will always aim to:

  • Acknowledge your complaint promptly
  • Resolve your complaint at the earliest opportunity
  • Communicate our decisions clearly and fairly and let you know what you can do if you are still unhappy
  • Learn from our mistakes to improve our services and products we offer

You can make your complaint by:

  • Calling our Customer Service team on 01844 275555
  • Writing to us at: Customer Service, Lloyd Latchford Group, Station Approach, Princes Risborough, Bucks. HP27 9DN
  • Completing our online feedback form

How our complaint process works

We will aim to resolve your complaint as soon as possible, normally within 5 business days, at which point we will send you confirmation in writing that your complaint has been resolved. On occasions we will require a bit longer to resolve your complaint and in this case we will send you an acknowledgement letter telling you when we hope to reach a decision. We will then continue to keep you updated on our progress.

Once resolution has been agreed we will then write to you with our complaint decision (this is called a final response), it will either be to:

  • Uphold your complaint, telling you why and what action we intend to carry out to put this right for you, or;
  • If we do not uphold your complaint we will explain our reasons for doing so

If at the end of the process you remain dissatisfied, you may, in the first instance contact the Financial Ombudsman Service or an agreed Alternative Dispute Resolution Provider (ADRP).

The Financial Ombudsman Service can be reached via http://www.financial-ombudsman.org.uk/ or you can write to them at The Financial Ombudsman Service, Exchange Tower, London, E14 9SR. If we agree to appoint an ADRP, you can make your complaint within 12 months of receiving our final decision. A list of ADRPs can be found using this link to the Trading Standards website.

 

 

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Our motor policies can include:

  • 24 Hour Accident Management Service
  • No claims bonus protection available
  • Lock and Key cover
  • Optional dual control replacement vehicle for both Fault and Non Fault accidents
  • Limited mileage discount
  • Introductory discounts are available of up to 65% for experienced drivers