COMPLAINTS PROCESS


COMPLAINTS PROCESS

Blink Intermediary Solutions is a trading name of Iris Insurance Brokers Ltd, which is authorised and regulated by the Financial Conduct Authority (FCA) Register number: 310825. The product range promoted by Blink Intermediary Solutions is provided by a number of specialist product providers, access to individual facilities is subject to approval by the product provider. Blink Intermediary Solutions is not part of the approval process.

Iris Insurance Brokers Limited (Iris) registered in England and Wales under registration number 4072404. Our Registered Office is The Baxter Building, 1st Floor, 80 Baxter Avenue, Southend-on-Sea, Essex, SS2 6HZ.

We aim to provide the highest standard of service to all our clients. If at any time you wish to make an enquiry or make a complaint either in writing or verbally, in connection with any matter concerning the service you have received from Iris we believe that in most cases these can be resolved to your satisfaction in conjunction with your normal contacts at Iris.

Iris’s Compliance Officer will investigate your complaint unless they are the subject of the complaint and in this case the Iris CEO will investigate the complaint.

You can make a complaint by contacting the Iris Compliance Officer on:

COMPLAINTS@irisib.com

 

Compliance Officer

Iris Insurance Brokers Ltd

The Baxter Building

80 Baxter Avenue

Southend-on-Sea

Essex, SS2 6HZ

Telephone: +44 (0) 2031 787872

 

Iris will aim to resolve your complaint the same day of receipt or if this is not possible within three business days of receipt.

In the unlikely event that Iris cannot resolve your complaint straightway, Iris will within five business days of receipt of the complaint send you an acknowledgement and where possible fully resolve your complaint.

Iris will always aim to resolve your complaint as soon as possible.

When we have investigated your complaint fully, Iris will send you a written response.

  • If Iris can’t resolve your complaint within four weeks, Iris will contact you with a reason why.
  • If Iris can’t resolve your complaint within eight weeks, Iris will send you:

1. A Resolution; or

2. A Response which:

Confirms and explains that Iris is not in a position to make a response;

  • Provides reasons for the further delay and tells you when Iris are likely to provide a response; and if appropriate provide details of referral rights to the Financial Ombudsman Service if you are dissatisfied with the delay. FOS website: http://www.financial-ombudsman.org.uk/default.htm

 A copy of Iris’s internal complaints procedure is available on request.

Lloyd’s of London Policyholders

You may if you choose, refer your complaint to Lloyd’s. Lloyd’s will investigate and provide a final response.

Please visit the below area of their website and select UK or Outside UK as appropriate.

https://www.lloyds.com/policyholder/policyholder-complaint

For clarity if you remain dissatisfied with Lloyd’s final response, you may, if eligible, refer your complaint to the Ombudsman.


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Blink Intermediary Solutions
7th Floor, New London House
6 London Street
London
EC3R 7LP
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T: 0203 008 8511
F: 01702 431 644
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About Blink



At Blink Intermediary Solutions we offer a refreshing, independent and agile approach to helping independent UK insurance brokers grow. We provide access to a broad range of personal and commercial insurance facilities, some of which are exclusive and there are no fees to access the standard range.