About Us

The Tradex Complaints Procedure


If you have a complaint:

We are committed to providing our clients with insurance cover and claims service. However we have established our own internal complaints procedure should you be dissatisfied in any way.

If you have any complaint please let us know immediately.

If you are insured with us via a broker/adviser/agent your first point of contact should be your broker/adviser/agent who will take up your complaint on your behalf with us.

If you are insured with us "direct" your first point of contact should be:

Compliance Officer,
Victory House,
7 Selsdon Way,
Isles of Dogs,
London E14 9GL
Telephone: 020 7001 9200

  1. On receipt of your complaint at the above address we will issue an acknowledgement which you should receive within 5 working days.
  2. Your complaint will be investigated within 4 weeks and by the end of this time we will discuss our findings with you or advise the outcome of our initial investigations and proposal for resolving the matter.
  3. We aim to resolve the complaint and finalise the outcome in writing to you within 8 weeks. If the complaint cannot be resolved in this time we will inform you and give reasons for the further delay and indicate when we expect to give a final response. At this time you may refer the complaint to the Financial Ombudsman Service if you are dissatisfied with the delay (address shown below)
  4. We are committed to handling and resolving complaints within the context of the above procedure. However should you still be dissatisfied at the end of this process, and within 6 months, you should contact:

Financial Ombudsman Service,
South Quay Plaza,
183 Marsh Wall,
London E14 9SR
Telephone: 020 7964 1000
Website: www.financial-ombudsman.org.uk

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