Complaints Procedure

At Talbot Jones Ltd, we are committed to providing you with the highest level of service and customer care.
Sometimes things may go wrong and we may not meet your expectations. When this happens, our internal complaints procedure ensures your concerns are handled fairly, effectively, and promptly.

If you feel we have let you down, please let us know.

How to Make a Complaint

You can raise your complaint with us by telephone, email, letter, or in person:

Richard Talbot-Jones
Managing Director
Talbot Jones Ltd
Bensham Grove Community Centre
Sidney Grove
Gateshead
NE8 2XD

Tel: 0191 917 0330
Email: info@talbotjones.co.uk

How We Will Handle Your Complaint

We aim to resolve your complaint as quickly as possible.

  • If we cannot resolve it by the close of business on the third business day after receiving it, the Complaints team at Ten Insurance Services Ltd will step in to:

    • Acknowledge your complaint promptly and in writing

    • Work with us to investigate your complaint

    • Advise you who is dealing with your complaint and how to contact them

    • Provide a final response within 8 weeks of receiving your complaint

If You Are Still Not Satisfied

If you are unhappy with our final response, you have the right to refer your complaint to the Financial Ombudsman Service. This service is free of charge, but you must do so within six months.

If you miss this deadline, the Ombudsman will not usually have permission from Ten Insurance Services Ltd to consider your complaint, except in very limited circumstances (for example, if the delay was due to exceptional reasons).

Contact details for the Financial Ombudsman Service:

  • Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

  • Tel: 0800 023 4567

  • Email: Complaint.info@financial-ombudsman.org.uk

  • Website: www.financial-ombudsman.org.uk