Making A Complaint

Here at Salon Gold, we believe in providing our customers with the highest levels of service and we always put the customer at the heart of everything we do. However, we understand that there may be times when you might want to make a complaint and, like everything else we do, we want to make this as simple as possible for you. Below, you’ll find our complaints procedure, which you can use to help you make a complaint.

If your Salon Gold insurer is Hiscox

How to Complain

If you have a complaint about your policy or the service you have received from us, please tell us by calling 020 8655 0444 so we can put things right for you. We take all complaints seriously and we will endeavour to resolve your issue while you are on the phone.

You can email your complaint, if you prefer, to complaints@salongold.co.uk, or write to us at:

Salon Gold (Henry Seymour & Co.)
Chancery House
St Nicholas Way
Sutton
Surrey
SM1 1JB

Should you remain dissatisfied with how we’ve handled your complaint, you may be able to refer this to the relevant insurer:

If your complaint relates to the Arag Legal Expenses section of your policy, and if you are eligible, you can contact the Customer Relations Department at Arag:

Customer Relations
Arag plc
9 Whiteladies Road
Clifton
Bristol
BS8 1NN
Tele: +44 (0) 11 7917 1561
Email: customerrelations@arag.co.uk

If your complaint relates to any other section of your policy, you can contact the Customer Relations team at Hiscox Insurance:

Hiscox Customer Relations
The Hiscox Building
Peasholme Green
York YO1 7PR
Tele: +44 (0) 800 116 4627 or +44 (0) 1904 681 198
Email: customer.relations@hiscox.com 

If your complaint is not resolved to your satisfaction by us or the insurer, you may be able to refer your complaint to the Financial Ombudsman Service if you meet their eligibility criteria. Further details will be provided at the appropriate stage of the complaints process.

The contact details for the Financial Ombudsman are:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9GE
Helpline: +44 (0) 800 023 4567
Switchboard: +44 (0) 20 7964 1000
Email: complaints.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

If your Salon Gold insurer is Certain Underwriters at Lloyd’s (Canopius)

How to Complain

If you have a complaint about your policy or the service you have received from us, please tell us by calling 020 8655 0444 so we can put things right for you. We take all complaints seriously and we will endeavour to resolve your issue while you are on the phone.

You can email your complaint, if you prefer, to complaints@salongold.co.uk, or write to us at:

Salon Gold (Henry Seymour & Co.)
Chancery House,
St Nicholas Way,
Sutton,
Surrey,
SM1 1JB

Should you remain dissatisfied with how we’ve handled your complaint, you may be able to refer this to the relevant insurer:

If you have a Salon Gold Freelance policy or Salon Gold Salon policy underwritten by Canopius and if you are eligible, you can contact the Complaints Department at Lloyd’s:

Complaints, Lloyds
Fidentia House, Walter Burke Way
Chatham Maritime, Kent
ME4 4RN
Tele: +44 (0) 20 7327 5693
Fax: +44 (0) 20 7327 5225
Email: complaints@lloyds.com
Website: www.lloyds.com/complaints

Details of Lloyd’s complaint procedures are set out in their leaflet “Your Complaint – How We Can Help” which is available at www.lloyds.com/complaints and can also be obtained from the above address.

If your complaint is not resolved to your satisfaction by us or the insurer, you may be able to refer your complaint to the Financial Ombudsman Service if you meet their eligibility criteria. Further details will be provided at the appropriate stage of the complaints process.

The contact details for the Financial Ombudsman are:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9GE
Helpline: +44 (0) 800 023 4567
Switchboard: +44 (0) 20 7964 1000
Email: complaints.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

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This website is intended for customers based in the UK and is therefore subject to the UK regulatory regime(s) © Copyright 2021 Salon Gold | Salon Gold, Holistic Gold, Counselling Gold, Fitness Gold and Henry Seymour & Co. are trading names of Barkdene Limited which is authorised and regulated by the Financial Conduct Authority (FRN 303965) for our insurance distribution and credit broking activities. Barkdene Limited is a credit broker not a lender. You can check this on the Financial Services register https://register.fca.org.uk/. Registered in England No 1842617. Registered Office – Chancery House, St Nicholas Way, Sutton, Surrey, SM1 1JB. All rights reserved.
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