Complaints Procedure

SRS Insurance
(A trading style of Secure Risk Solutions Limited)
Registered Office: Trust House, New Augustus Street, Bradford, BD1 5LL
Email: info@srs.insurance

Our Commitment

At SRS Insurance, a trading style of Secure Risk Solutions Limited, we are committed to providing the highest standards of service to all our customers.
However, if something has gone wrong, we want to hear from you so that we can put it right as quickly as possible.

Step 1: Get in Touch

You can make a complaint using the Contact Us form on our website:
www.srs.insurance

To help us handle your complaint efficiently, please provide:

• Your full contact information
• The relevant policy or claim number
• A clear description of what has gone wrong
• Details of what you would like us to do to resolve the issue

In many cases, we can resolve concerns within three (3) working days, so please get in touch without delay.

Step 2: If We Can’t Resolve It Quickly

If we’re unable to resolve your concern promptly, we will:

• Acknowledge your complaint without delay
• Assign a dedicated complaint handler to review your case
• Conduct a thorough and impartial investigation
• Keep you updated on progress throughout

Our goal is to reach a fair resolution as swiftly as possible.

We will issue a final written response within eight (8) weeks of receiving your complaint. This will either:

• Outline the outcome of our investigation, or
• Explain why we have not been able to respond in full yet

Step 3: If You Remain Dissatisfied

If you are unhappy with our final response, or if 8 weeks have passed and your complaint remains unresolved, you have the right to refer the matter to the Financial Ombudsman Service (FOS) — a free, independent service for resolving disputes between consumers and financial firms.

Contact Details:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Phone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

Important Notes

• The Ombudsman can only consider your complaint after we have issued our final response or 8 weeks have passed.
• You must contact them within 6 months of our final written response.
• Their decision is binding on us, but not on you.
• Contacting the Ombudsman does not affect your legal rights.

Still Unsatisfied?

If you have any further information, or believe we have not fully addressed your concerns, please contact us again — we’re here to help.

SRS Insurance
(Trading style of Secure Risk Solutions Limited)
Trust House, New Augustus Street, Bradford, BD1 5LL
Email: info@srs.insurance