Complaints Procedure

Shire Veterinary Insurance and Finance Brokers is committed to providing the highest quality service and ensuring customer satisfaction. However, should you feel that we have done something wrong, we welcome the opportunity to learn from this and we have a Complaints Procedure in place to assist us in resolving your concerns.

Write to us

Should you wish to make a complaint please write to us at the following address providing us with full details of your concerns, together with your policy information and contact details for yourself:

Post: Shire Veterinary Insurance and Finance Brokers, 1 Calico Business Park, Sandy Way, Amington, Tamworth, B77 4BF

Alternatively, you can contact us via email or fax:


Fax: 01827 306514

What happens next

Shire Veterinary Insurance and Finance Brokers strive to provide a responsive and timely service to all of our customers. We will:

  • treat all complaints seriously and thoroughly investigate each case;
  • resolve complaints promptly; and
  • learn from complaints and take action to improve our service.

We will attempt to resolve your concerns within 3 business days from receipt of the complaint, but if we cannot we will acknowledge your complaint within 5 working days and hopefully resolve the complaint within 4 weeks.

If you then feel dissatisfied with the result you receive, you can contact us to ask for the complaint to be reviewed by another Complaints Officer, generally at a more senior level. We will then carry out a further investigation and will seek to ensure you receive our response within 8 weeks from the date of the original complaint.

Financial Ombudsman Service

If you still remain unhappy with the solution even after the second review, and if you are eligible, you can refer your complaint to the Financial Ombudsman Service who provide an impartial and free service to help you.

In order to refer a complaint to the FOS, you must meet the FOS eligibility criteria. The FOS will consider complaints from the following: a private individual, a small business which has an annual turnover, and/ or balance sheet, of up to €2m and fewer than 10 staff (micro-enterprise), a charity which has annual income of less than £1 million and a trustee of a trust which has net asset value of £1 million.

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.

Their contact details are as shown below.

We aim to make our procedures simple. If you wish to discuss our Complaints Procedure further, please contact us on 01827 306 532.