Complaints Procedure

We take complaints seriously and aim to resolve every issue promptly, fairly and transparently, in line with FCA rules.

Raise a complaint

Unhappy with our advice, a policy recommendation, or how a claim was handled? Get in touch using any of the methods below.

• BY PHONE 020 4525 0884 Mon–Fri, 9:00am – 5:30pm
• BY EMAIL contact@premierpmi.co.uk Mark the subject line 'Complaint'
• IN WRITING Complaints Officer, PremierPMI 36 Glenwood Road, Mill Hill, London NW7 4LJ

What happens next

• 1 Acknowledgement within 5 working days We confirm receipt of your complaint in writing and tell you who's handling it.

Acknowledgement within 5 working days

• 2 Prompt investigation A senior adviser reviews the file, the advice given, and any insurer correspondence.

Prompt investigation

• 3 Update if we need more time If we can't resolve within 8 weeks, we write to explain why and when to expect a final response.

Update if we need more time

• 4 Final response We explain our findings in writing and, where applicable, set out any remedy or redress.

Final response

Prefer to speak to someone now? Call an adviser directly.

Escalate to the Financial Ombudsman

If you're not satisfied with our final response, or 8 weeks have passed since we received your complaint, you may refer the matter to the Financial Ombudsman Service (FOS) — a free, independent service for resolving disputes between consumers and UK financial services firms.

Financial Ombudsman Service

Six-month deadline

You must refer your complaint to the FOS within six months of the date of our final response.

Regulatory information

PremierPMI is a trading style of Tesha Family Ltd, authorised and regulated by the Financial Conduct Authority (FRN 1029667). Registered in England & Wales No. 11417747. Verify our regulatory status on the FCA Financial Services Register.

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