Complaints procedure

We aim to give every client a good service and a fair outcome on every claim. Where we fall short, we want to hear about it, put it right, and learn from it.

How to make a complaint

Please put your complaint in writing to the Complaints Officer, KBR Management Limited, 101 King's Cross Road, London WC1X 9LP, or by email to info@kbrmanagement.co.uk. Please include your name, contact details, your claim reference if you have one, and a clear description of what has gone wrong.

What happens next

• We will acknowledge your complaint in writing within five business days of receipt
• We will investigate the complaint fairly and impartially
• We will aim to send you a final response within eight weeks of receipt
• If we cannot resolve the complaint within eight weeks, we will write to you explaining why and telling you when to expect a final response

Referring to the Financial Ombudsman Service

If you are not satisfied with our final response, or if we have not sent you a final response within eight weeks of receipt of your complaint, you may refer the complaint to the Financial Ombudsman Service. Their service is free.

Financial Ombudsman Service, Exchange Tower, London E14 9SR. Telephone 0800 023 4567. Website financial-ombudsman.org.uk. Referrals should normally be made within six months of our final response.

Our commitment

Every complaint is reviewed by a senior member of the firm. Where we identify a systemic issue, we act to prevent it happening again. Complaints data is reported to our regulators as required.