Complaints Policy

About This Policy

Our Commitment

At BETR Insurance Brokers, we are committed to delivering a high standard of service to all our customers. If something goes wrong, we want to hear about it so we can put things right and improve our service in the future.

How to Make a Complaint

If you are unhappy with our service or wish to make a complaint, you can contact us by any of the following methods:

Email
elliot@betrinsurance.co.uk

Phone
0203 051 6247

Post
BETR Brokers Limited
First Floor, 30 High Street
Chislehurst, BR7 5AS

To help us deal with your complaint effectively, please include:

• Your name and contact details
• Details of your complaint, including any relevant reference numbers
• How you would like us to resolve the matter
  

What Happens Next

1. We’ll acknowledge your complaint promptly
   You’ll receive confirmation and a reference number.
2. We’ll investigate your concerns thoroughly and fairly
   All aspects of your complaint will be reviewed with care.
3. We’ll provide a written response within 8 weeks
   Including an explanation and any next steps.

If we are unable to respond within this timeframe, we will let you know the reason for the delay and advise when you can expect a final response.

If You're Not Satisfied

If you are not happy with our final response, or if eight weeks have passed since you first raised your complaint, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS).

Financial Ombudsman Service
🌐 www.financial-ombudsman.org.uk
📞 0800 023 4567 or 0300 123 9123
✉️ complaint.info@financial-ombudsman.org.uk
📍 Exchange Tower, London, E14 9SR

Important: You must contact the Financial Ombudsman within six months of receiving our final response.

Your Feedback Matters

Your feedback helps us improve our services. Whether you're making a complaint or offering suggestions, we value your input.

If you need any help understanding or making a complaint, please contact us and we will do our best to assist you.

Regulatory Information

BETR Brokers Limited t/as BETR Insurance Brokers is an Appointed Representative of Movo Partnership Ltd, who are authorised and regulated by the Financial Conduct Authority (FCA), authorisation number 823503.