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We know that sometimes things go wrong and, in the unlikely event this happens, we want to put it right. As a valued client of Jelf, we want you to tell us if our advice or service does not meet your expectations. We take all client dissatisfaction seriously and seek to use the lessons learned to improve the way we do things.

While we always aim to deliver the highest standards of service, we know that mistakes will occur from time to time so we offer you these promises:

We will acknowledge complaints promptly
We will investigate as quickly and as thoroughly as possible
We will keep you advised of our progress
We will do everything we can to resolve complaints quickly and fairly
We will use the lessons learned from our mistakes to continuously improve our systems and procedures
If you have a complaint about personal or commercial insurance, please contact us at the following address with your policy number or claims reference as appropriate:

Compliance Officer
Jelf Insurance Brokers Ltd
4-6 Ripon Road Harrogate
t: 01423 724 700
e: complaints@jelf.com  

If your complaint cannot be resolved to your satisfaction and you are seeking resolution as a private individual or as a small business which employs fewer than 10 people and has a turnover that does not exceed 2m Euros, or as a charity or trust whose turnover or net assets respectively are less than £1 million, you may refer the matter to:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
E14 9SR 
t: 0845 080 1800e: complaint.info@financial-ombudsman.org.uk

If you have taken out a product online 

If you have taken a product out online with Jelf and are unhappy with the product or service you have received, you can also use the European Commission's Online Dispute Resolution platform (http://ec.europa.eu/odr) to make a complaint. The purpose of this platform is to identify a suitable Alternative Dispute Resolution provider and we expect that this will be the Financial Ombudsman Service (FOS). Please be aware that the FOS will only be able to consider your complaint after Jelf have had the opportunity to consider and resolve this.