Complaints Procedure
Keystone aims to provide a first-class service at all times. If you are not satisfied by our service, we would like to hear about it in order for us to put things right. You may make a complaint by following the steps listed below. We will aim to deal with your complaint quickly and courteously.
Against Keystone (the intermediary) who sold you the policy
If you wish to make a complaint about any of the following:
- Sale of this insurance policy,
- Information or advice provided during the sales process,
- Terms and conditions of the policy,
- General administration of your policy including claims,
Step 1: The majority of complaints are seen to and resolved quickly and promptly by the person who dealt with the matter which you are concerned about. In case they are unable to help you, you may approach the manager or senior person responsible.
Step 2: If you remain dissatisfied, you may put your complaint forward to the Complaints Officer. You may do so by addressing a written complaint to: Mr Nicholas Arnold, Director, Keystone Legal Benefits Ltd, Beaumont House, Auchinleck Way, Aldershot, Hants, GU11 1WT or by email to Complaints@keystonelegal.co.uk.
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