Legal & Regulatory
Complaints.
If you are unhappy with our service, please tell us so we can investigate and put matters right.
1. How to contact us
Please raise your complaint with IISL Underwriting in the first instance, unless your policy documentation gives a different complaints route. Email the IISL team member you have been dealing with using the email links on our team page. If you do not have an existing contact, use our contact form. Please mark your message “Complaint”.
You can also write to: Complaints, IISL Underwriting, Barrington House, Heyes Lane, Alderley Edge, Cheshire, SK9 7LA.
Please include your name, contact details, relevant policy or quotation reference, what happened and the outcome you are seeking. You can ask your broker or another representative to contact us on your behalf. Tell us if you need communication in a different format or other support.
2. How we handle complaints
We will acknowledge your complaint promptly, investigate it fairly and keep you informed. If another firm is responsible for all or part of the matter, we will explain the appropriate route and forward it where required. This may include the insurer or appointed claims handler. Making a complaint does not replace any claim notification required by your policy.
3. Our response
For complaints subject to the FCA complaints-handling rules, we aim to issue our final response within eight weeks of receiving your complaint. If we cannot do so, we will explain the delay, say when we expect to respond and explain any right you have to refer the matter to the Financial Ombudsman Service.
4. Financial Ombudsman Service
If you are eligible and remain dissatisfied with our final response, or eight weeks have passed without one, you may refer your complaint to the Financial Ombudsman Service free of charge. You normally need to do this within six months of the date of the final response. Eligibility and time limits apply; the Ombudsman decides whether it can consider a complaint. Our response will explain the rights relevant to your complaint.
5. Privacy concerns
For concerns about how we use your personal information, contact Graeme@Insharerisk.com and see our Privacy notice.
Last updated: 19 October 2026