London & European Title Insurance Services Limited (LETIS)
At LETIS we want you to be pleased with the service you receive from us and we take all complaints very seriously. If you are not happy, we are not happy. We will always endeavour to resolve complaints fairly and quickly. Your complaint will be dealt with confidentially and will not affect how we treat you in the future. We will also implement any improvements identified to prevent the same situation from arising again.
The information below provides an overview of our complaints process and what you can expect.
If you have a complaint, you should first contact the LETIS member of staff or the Head of Department that you usually deal with at:
London & European Title Insurance Services Limited
27 Bush Lane
Please quote your policy number or claim number in all communications.
On receipt of your complaint, we will do our best to resolve the complaint within three working days from receipt and issue you with a combined acknowledgement and resolution communication within that period.
Where we are unable to resolve your complaint within three working days, we will keep you updated of the progress we make.
We aim to resolve your complaint within eight weeks and we will send you a final written decision explaining the results of our investigation as well as recourse available to you in a summary resolution communication.
There may be occasions when at the end of eight weeks we are not able to complete our investigation. In such instances, we will explain why and let you know when we expect to provide you with our final written decision.
At all stages of communication, we will provide you with the various referral options that you have available both internally and externally.
If you remain dissatisfied, you may refer the matter to the Financial Ombudsman Service (except in the case of commercial customers’ with a group annual turnover exceeding €2 million and more than 10 employees) up to six months after the date of the summary resolution communication was issued by us.
You can contact the Financial Ombudsman Service by telephone on 0800 0234 567 or 0300 123 9123, by email on [email protected]. For further information, you can visit the Ombudsman website at www.financial-ombudsman.org.uk.
If you do decide to refer any matter to the Financial Ombudsman Service your legal rights will not be affected.
If you are not eligible to refer to the Financial Ombudsman Service you can refer the complaint to our Chief Executive Officer (CEO) if you are dissatisfied with the way your complaint was handled or with the final decision. You can address your concerns to our CEO using the contact details provided in step 1.