Complaints regarding JRP policies are handled by ERGO UK Specialty Ltd’s Complaints Department. We are committed to delivering a fair, transparent, and responsive service. We recognise that concerns may arise, and we view every complaint as an opportunity to listen, learn, and improve.
Our mission is to work collaboratively with our customers to understand what has happened, address issues promptly and professionally, and put things right wherever possible—ensuring outcomes that are clear, fair, and in line with our commitment to high service standards.
When corresponding with the Complaint Department, if you have a preferred method of contact, such as telephone or wish for correspondence to be sent by post, please let them know, otherwise this will be issued by email. If you have any additional needs in respect of communication, for example braille, larger print, different font or extra spacing, please let them know, as they are happy to adapt the way they communicate with you.
How do I make a complaint?
You can make a complaint in any of the following ways:
By phone
You can call our Complaints Team directly on: 0203 0037130
By email
You can email the Complaints Team at: complaints@ergo-specialty.co.uk
By post
Write to the Complaints Team at: ERGO UK Specialty Ltd, 1 Fen Court, 5th Floor, London EC3M 5BN. Please address your letter for the attention of the Complaints Team.
How will you investigate my complaint?
Your complaint will be investigated by the Complaints Team. The Complaints Team is a standalone function within ERGO who deal with all complaints received across the business. We aim to assess any complaint fairly, consistently and promptly to determine whether it should be upheld and, if so, what remedial action or redress may be appropriate.
How long will it take?
We will acknowledge your complaint within 5 working days from receipt. If we can issue a response immediately, the acknowledgement may be combined with the response. In all other cases, we aim to resolve all complaints within 8 weeks.
Can I refer my complaint to the Financial Ombudsman Service?
We want to resolve complaints with you directly but if you are not satisfied with our final response, you may be entitled to refer your complaint to the Financial Ombudsman Service for its consideration. This is a free and independent service for resolving complaints. Whether the Financial Ombudsman Service can review your complaint will depend on what you are complaining about.
In our final response letter, we will let you know your rights and if you can refer your complaint to the Financial Ombudsman Service, we will let you know how to do this and send you a leaflet detailing the FOS complaints procedure.
The Financial Ombudsman Service can be contacted at the following address:
Financial Ombudsman Service
Exchange Tower
London E14 9SR
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk