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Complaints Procedure

Last updated: 2026-05-15

1. Our commitment

ACIES SME UK is committed to providing a high standard of service. If you are unhappy with any aspect of our service, we want to hear about it so we can put things right. We take all complaints seriously and handle them in accordance with the Financial Conduct Authority’s Dispute Resolution rules (DISP).

2. Who can complain

Our complaints procedure is available to eligible complainants as defined by the FCA, including consumers, micro-enterprises, small businesses, and charities with an annual income of less than £6.5 million.

3. How to make a complaint

You can contact us in any of the following ways:

When making a complaint, please provide your name, contact details, policy or reference number (if applicable), and a clear description of your concern and the outcome you are seeking.

4. What happens next

Once we receive your complaint:

  • We will acknowledge it promptly, normally within five business days.
  • A senior member of our team will investigate the matter thoroughly and fairly.
  • We aim to resolve complaints as quickly as possible. If we can resolve your complaint within three business days of receiving it, we will send you a summary resolution communication confirming the outcome.
  • For complaints that require further investigation, we will send a final response within eight weeks of receiving your complaint.
  • We will keep you informed of progress if the investigation takes longer than expected.

5. If you are not satisfied

If you are not satisfied with our final response, or if we have not issued a final response within eight weeks, you may refer your complaint to the Financial Ombudsman Service (FOS). The FOS is a free, independent service for resolving disputes between consumers and financial services firms.

You must refer your complaint to the FOS within six months of receiving our final response.

6. Lloyd’s complaints

Where your policy has been placed at Lloyd’s, you may also refer your complaint to Lloyd’s if you are not satisfied with our response:

7. Regulatory information

ACIES SME UK is a trading name of Acies Management Holdings Limited, authorised and regulated by the Financial Conduct Authority (FRN 830581). Registered in England no. 11136744 at 71 Fenchurch Street, London EC3M 4BS.