Tel: 01202 754900

High net worth insurance specialists – A&T Private Client Insurance



Your views are important to us and we appreciate any feedback about our service. If we make a mistake we would love to know about it so we can rectify it.

We promise to investigate your complaint and will resolve problems as quickly as we can, keeping you informed every step of the way.

We take all complaints seriously and use any lessons learned to improve the way we do things.

Making a Complaint

Please contact our Compliance Manager, Angela Lacey, as soon as you can with details of your problem.

Our team will aim to give you an answer there and then, but if this is not possible, we will take full details from you and you can be assured that we will conduct a full investigation.

You can contact us in whichever way you prefer:

In writing: 

FAO: Angela Lacey,
Alan & Thomas Insurance Group,
314-316 Bournemouth Road,
BH14 9AP

By phone: 01202 754927

By email:

If we cannot resolve your complaint straight away due to a need to conduct a more in-depth investigation then we may need a little more time. We will always aim to give a ‘final response’ within eight weeks but if this is not possible for any reason then we will discuss this with you and give you an explanation of why and an indication of how much longer our investigation is likely to take.

We hope that you'll never have to do this, but if you're not happy with the way we’ve handled your complaint, the outcome of it, or if eight weeks have passed and we have not sent you our final response, you may (subject to their eligibility rules) have the right to refer your complaint to the Financial Ombudsman Service.

You can contact them in one of the following ways:

In writing:

Financial Ombudsman Service,
Exchange Tower,
Harbour Exchange Square,
E14 9GE

By phone: 0800 023 4 567 or 0300 1239123

By email:


Please understand that if you wish to refer a complaint to the Financial Ombudsman Service, they require you to do so within six months of receiving our final response.

Why choose Alan & Thomas?
  • Top 100 UK independent broker* with Chartered Insurance Broker status
  • Dedicated private client insurance expert to guide you through the process
  • Free no obligation insurance review and quotation
  • Bespoke levels of insurance cover tailored to your individual requirements
  • Competitive insurance premiums underwritten by the UK's leading insurers
  • Multi-policies available - one renewal, one premium
  • Dedicated in-house claims team who will deal with any claim on your behalf

* Top 100 Independent Brokers 2015 published by Insurance Age in association with Cornell Consulting

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