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    Providing a personal, attentive and responsive service to our customers is incredibly important to us. If you feel we have let you down in any way, please:

    Telephone: 0207 661 1180
    Monday to Friday: 9am to 5.30pm

    Write to:

    GrovesJohnWestrup Private Clients
    1 Fen Court  
    EC3M 5BN


    We promise to respond quickly and fairly.

    For any product underwritten by Lloyd’s of London, in the event that you remain dissatisfied with the outcome of your complaint, you may wish to escalate it to the Complaints Team at Lloyd’s. Their address is:

    Fidentia House
    Walter Burke Way
    Chatham Maritime
    ME4 4RN

    Tel: 020 7327 5693

    Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” available at and also available from the above address.

    Financial Ombudsman Service

    If you remain dissatisfied with our response to your complaint, or we have not completed our investigation after eight weeks, you are entitled to refer your complaint to the Financial Ombudsman Service. Their contact details are as follows:

    Financial Ombudsman Service
    Exchange Tower
    Harbour Exchange Square
    E14 9SR

    Tel: 0800 023 4567 or 0300 123 9123

    If you are unsure whether the Financial Ombudsman Service will consider your complaint, please contact them directly for advice. The service is free and impartial and contacting them at any stage does not affect your legal rights.