Our Complaints Procedure

We aim to provide a first-class service, however, if you wish to register a complaint, please contact us by writing to Company Operations, Insurance 4U Ltd trading as Brunel Insurance for People, 3 Temple Quay, Temple Back East, Bristol BS1 6DZ or by telephone 0117 325 2224, or by fax 0117 325 2225. Alternatively, email compliance@brunel-insurance.co.uk.

We will provide you with a copy of our full complaints procedure and respond to you as a matter of urgency, and always within 5 working days. We will aim to make a final response to you within four weeks or keep you informed as to why this is not possible. If your complaint relates to activities or services provided by another party, we will ensure that your complaint is appropriately forwarded, and will track the progress of the complaint and responses of that party.

After our final response has been issued, if you are unhappy with the outcome, you may be entitled to refer your complaint to the Financial Ombudsman Service, for an independent assessment and opinion.  For information about referring your complaint to the Financial Ombudsman Service, and whether you are eligible, go to www.financial-ombudsman.org.uk.


We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 90% of the claim with no upper limit.

Compulsory classes of insurance such as Employers Liability, advising and arranging are covered for 100% of the claim, without any upper limit.