Customer Complaints

Our aim is to provide all of our clients with an excellent level of service.  However, we recognise that there could be an occasion when you do not feel satisfied with the service you have received from us.  We take complaints very seriously and with this in mind we have developed a Customer Complaints Procedure which lets you know how we will deal with your complaint or issue.

Should you need to make a complaint, please contact our Complaints Manager(s) Gary Dunning and Stewart Jordan using any of the following methods:

In person

In writing – Coeus Insurance Management Ltd, Inspiration House, 21 De Havilland, Liverpool, L24 8RN

By telephone – 0151 486 0626

By email –

The Financial Ombudsman Service (FOS) offer eligible complainants a free independent service for resolving disputes. You may contact the FOS by:

  • Calling their consumer helpline on 0800 0234 567  (free on mobile phones and landlines) or 0300 123 9123  (cost no more than calls to numbers starting 01 or 02)
  • Writing to them at: The Financial Ombudsman Service

       Exchange Tower

       London E14 9SR

Further detailed information about the FOS, including a description of eligible complainants, can be found:

  • In our Client Complaint Procedure.
  • In the FOS’s leaflet ‘Your Complaint and the Ombudsman’ which we can provide you with, or it is available to download from the Financial Ombudsman Service website.
  • On the Financial Ombudsman website: http//