Complaints Handling Procedure

At Belmond & Co Claims Management Ltd we strive to provide you, the Customer, with the highest standards of service.

Your complaint may be made over the phone, in writing, or by e-mail to the department concerned in respect of a claims management service that we have provided and that is regulated under the Financial Markets and Services Act 2000.

In writing: Belmond & Co Claims Management Limited, Baird House, Scotswood Road, Newcastle upon Tyne, NE4 7DF

By email:

Telephone: 01917315290

In the regrettable event that our service falls short of your expectations and you wish to make a complaint, these are the steps we will take:

  1. We will send an acknowledgement letter within five working days from receipt of your complaint.
  2. We will within four weeks of receiving a complaint send you, the Customer either
    a) A final response; or
    b) A holding response, explaining why we are not yet in a position to resolve the complaint and advise when we will make further contact (this will be no later than eight weeks of receipt of the complaint).
  3. Within eight weeks of receiving a complaint we shall send you, the Customer either
    a) A final response; or
    b) A response which: i) Explains the reason(s) why we are still not in a position to do make a final decision and indicate when we expect to be able to provide a final response ii) Inform you the Customer, that you may refer the handling of the complaint to the Claims Management Ombudsman (a part of the Financial Ombudsman Service) if you remain dissatisfied.

Where we decide that redress is appropriate, we will outline exactly what form this redress will take. Redress does not always mean financial Redress.

The letter will also inform you that if you are not satisfied with our response then you may refer your complaint to the Claims Management Ombudsman by letter, email or telephone.

The address of the Claims Management Ombudsman is:

Claims Management Ombudsman, Exchange Tower, Harbour Exchange, London, E14 9SR


Telephone: 0300 0234567