Complaints

You can complain to us directly, using any of the contact details below. These are the same details published for us on the Financial Conduct Authority’s Financial Services Register.

By email

duncan@quorinspecialty.com

By telephone

+44 7701 345551

By post

71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom

Using this page

The form in section 5 below reaches the same place.

You can also complain to Bluefriars Brokers Limited, our principal, whose Firm Reference Number is 604987. If you are not sure who to complain to, contact either of us and we will make sure it reaches the right place.

A complaint is easier to resolve quickly when we can see what happened without having to ask. Wherever you can, please tell us:

• your name, your organisation and how to reach you;
• the placement, risk or claim your complaint concerns, quoting a reference if you have one;
• what happened, and when;
• who you dealt with, if that is relevant;
• what you would like us to do to put it right.

Nothing here is a precondition. If you would rather simply tell us that something has gone wrong and let us come back to you, that is a complaint and we will treat it as one.

We record every complaint we receive, and we investigate it independently of the people whose work is being complained about.

Acknowledgement

We acknowledge your complaint promptly in writing and tell you who is handling it.

Resolved within 3 days

If we resolve your complaint by the close of the third business day after we receive it, we will write to you confirming that, and explaining the further options open to you if you are not satisfied.

Final response

Otherwise, we will send you our final response within eight weeks of receiving your complaint. If we cannot, we will write to you explaining why and telling you when you can expect an answer.

Our principal

We notify Bluefriars Brokers Limited of every complaint we receive.

We notify our principal of every complaint. Bluefriars Brokers Limited is responsible for the regulated business we conduct as its Appointed Representative, and it reports on complaints about us to the Financial Conduct Authority.

If our final response does not resolve matters, you can ask Bluefriars Brokers Limited to consider the complaint as our principal. Beyond that, what is available to you depends on who you are, and we would rather set that out plainly than leave you to discover it later.

The Financial Ombudsman Service. The Ombudsman can consider complaints made by eligible complainants — broadly, consumers, micro-enterprises, and smaller businesses, charities and trusts falling within the thresholds set by the Financial Conduct Authority. We write wholesale facultative reinsurance, and our counterparties are brokers, ceding insurers and reinsurers, who will usually fall outside those thresholds and so will usually not be eligible complainants. If you believe you are one, tell us and we will confirm the position and, if the Ombudsman is available to you, give you the details for referring your complaint. The Financial Ombudsman Service decides for itself whether it can consider a complaint.

The Financial Services Compensation Scheme. Reinsurance is not covered by the Financial Services Compensation Scheme. Where we have arranged business of a kind the Scheme does cover, compensation may be available if the firm concerned fails; the Scheme decides whether a claim falls within its rules.

Our entry on the Financial Conduct Authority’s register is at register.fca.org.uk. The register publishes general guidance for customers of Appointed Representatives that is written for all firms, and is not specific to the business we write; the paragraphs above describe our own position.

Everything you send here reaches the same place as an email to duncan@quorinspecialty.com. We will acknowledge it in writing.

If your concern is about how we have handled personal data, our privacy notice explains your rights and your right to complain to the Information Commissioner’s Office. You are welcome to raise it here as well.