This note explains our service to you. It is intended to provide a brief but helpful overview and answer some of the frequently asked questions. We are Regulated and Authorised by the Financial Services Authority (FSA) and adhere to their rules. We are committed to training and developing out staff to maintain a high standard of service to you, the client

We are specialists in arranging marine pleasure craft insurance, arranging insurance upon your instructions, and will always provide written details of the cover. This will include the identity of your insurer, significant or unusual exclusions, and any obligations, which you should be aware of. It is your duty to read the policy document enclosed and check it meets with your requirements, which may of changed since cover was commenced. This includes understanding the terms and conditions, some of which will place obligations on you such as, claim notification procedures. If you require changes to your policy, simply advise us and we will give these our immediate attention. We will provide you with the renewal terms of your policy at least 14 days before the renewal date, or explain the reason for any delay. You must review your coverage to make sure it still meets your requirements and tell us of any revisions or of any change in material facts. All material facts must be disclosed to insurers at inception of cover, at renewal, when the cover is amended, and at anytime if a material fact arises or changes. Such information should be provided to us in writing. In the event of a claim, insurers have specialist claims teams whom you should contact immediately. You will be kept informed as to the progress of your claim, which will include any delay in your insurers response. In the event that your claim is not covered, or the settlement is less than the value of the claim, we will provide you with a full explanation in writing.

Collidge and Partners - Complaints Policy

We acknowledge that mistakes may sometimes happen and that they must be given very careful consideration. When we investigate a complaint we check for any weaknesses in our procedures and to improve our systems where possible. Complaints should be addressed to the following: -

The Proprietor: - Collidge & Partners, 15-16, Hawley Square, Margate, Kent. CT9 1PF

Please put the nature of your complaint in writing, including all relevant details, your complaint will be dealt with seriously and promptly. We will try to resolve the complaint immediately, but if this is not possible, your complaint will be acknowledged in writing within 5 working days with details of who is dealing with the complaint and when to expect a response. Written response will be given within 20 working days unless the complaint is sufficiently complicated, or requires external or third party input, in which case you will be advised accordingly.

If you are unhappy with our response you have a right to refer your complaint to the Insurers whose name and address will be stated on your Insurance Documents, or you may be entitled to refer it to the Financial Ombudsman Service. Also you may write to:-

The Financial Services Authority
25, The North Colannade,
Canary Wharf,
London
E14 5HS