Our commitment to you
CPA Service Commitment
CPA is committed to providing the very best customer service at all times.
We welcome feedback to help us not only gauge if we are achieving this but also to assist with continually improving. We wish to hear about your experiences with CPA, whether you consider we have met or exceeded your expectations, or where you feel that we could have done things better. All feedback is reviewed in line with your Insurers’ specific guidelines.
In the event that you are dissatisfied, and the issues have not been resolved to your satisfaction, you may wish to make a complaint. If you find yourself in this situation, please see below for details.
How to make a complaint
Please contact our Complaints Manager, who will seek to facilitate an impartial investigation of your complaint and ensure a timely response.
Dependent upon which Insurer you are with there may be occasions where we have to refer your complaint to your insurers. In this event, we shall ensure that you are provided with confirmation that your complaint has been escalated for their review. Insurers will contact you in due course to advise who, within their complaints team, is handling your complaint.
The Complaints Manager
Queen Charlotte House
Queen Charlotte Street
Bristol BS1 4HQ
Tel : 0117 9299255
Email: firstname.lastname@example.org (heading your email Complaint)
You may also be entitled to complain to Lloyds and/or The Financial Ombudsman Service, details below. Please see your Policy documents for details or contact CPA as above for guidance.
After receiving a final response letter/email or if we have been unable to conclude our investigation within 8 weeks, you may be able to refer your complaint to the Financial Ombudsman Service.
We will provide full details of how to do this in our final response or holding letter/email.
The Financial Ombudsman Service may not be able to consider a complaint if you have not provided us with the opportunity to resolve it first, or if you are:
- a micro-enterprise with more than 10 employees and a turnover or annual balance sheet of more than €2 million; or
- a small-medium business (SME) with an annual turnover above £6.5 million and 50 employees or more, or a total annual balance sheet above £5 million.
- a trustee of a trust with a net asset value of more than £5 million; or
- a charity with an annual income of more than £6.5 million.
Following this complaint procedure does not affect your rights to take legal action.
Updated April 2023