We aim to provide you with a high level of customer service at all times, but if you are not satisfied, contact us in writing to David Arnold, First Aid Insurance 24 Thomas Drive, Newport Pagnell, MK16 8TH. email da@FirstAidInsurance.co.uk. Tel 01908 610093. Alternativly contact our brokers direct by writing to Mr. J. Balen, Balens Ltd, 2 Nimrod House, Sandy's Road, Malvern, Worcs, WR14 1JJ or by phone on Tel: 01684 581882 and ask for Mr. Balen or email joe@balen.co.uk

Letters will be acknowledged within 5 working days of receipt. You will be advised of the person who will be dealing with your concerns and when you can expect a response. We aim to provide you with a full written response to the matters raised within 20 working days. The matter will be dealt with in line with our internal complaints procedure and our findings reported to you.

If you are not satisfied, you may refer the matter to the Financial Ombudsman Service (except in the case of commercial customers with a group turnover of £1m or more or trustees with a net asset value of £1m or more). We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of insurance, size of the business (if a commercial customer) and the circumstances of the claim. Further information about compensation scheme arrangements is available from the FSCS.