Complaints Handling Procedure

We hope that you will be happy with the service that we provide.  However, if for any reason you are unhappy about this, we would like to hear from you. You may register your complaint by e-mail, in writing, by telephone or in person but whichever method of communication you choose we will give each the same level of importance.

It is our intention to provide you with a first-class service. However, there may be occasions when you feel that this objective has not been achieved. If you are dissatisfied with any aspect of the service that you receive, please contact either your usual insurance advisor or:

John Henshall
The Managing Director
R K Henshall and Co Limited
The Grove
Mill Lane
Cheshire CW11 4RD

Tel: 01270 758095

e-mail –

Please state whether your complaint relates to the service provided by your insurance advisor, the service or policy cover provided by us, or to a claim you are making under your policy.

Please quote your Policy and/or claim number, the name of your insurance advisor and/or any claim handling organisation and the names of any individuals with whom you have been dealing.

You will receive an acknowledgement within 5 working days of receipt of your complaint together with a detailed timetable of the actions we will take to investigate/handle your complaint.

You can also direct your complaint directly to the relevant insurer and details of how to do this will be shown in your policy wording.

If, after taking this action, you are still unhappy with the response and your insurance schedule states that your cover is provided by “Underwriters at Lloyd’s”, please contact:

Fidentia House
Walter Burke Way
Chatham Maritime
Kent ME4 4RN

Telephone: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225

If the matter is not resolved to your satisfaction then you may have the right to refer your complaint to the Financial Ombudsman Service. This is an independent service in the UK for settling disputes between consumers and businesses providing financial services

The Financial Ombudsman Service
Exchange Tower
E14 9SR

Telephone: +44 (0)30 0123 9123

You can find more information on the Financial Ombudsman Service at

Get in touch for more information

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© Air Underwriting . Privacy Notice. Complaints Procedure

Air Underwriting is a trading name of R K Henshall & Co Ltd. R K Henshall & Co Ltd are Independent Intermediaries and are authorised and regulated by the Financial Conduct Authority Registration Number – 308865. Directors: J.R. Henshall B.A.(Hons) ACII Cert CII (FS), A.J.Simpson ACII, A.Brown FCCA. Company Secretary: A.Brown FCCA. Registered No. 1285024 England