Complaints procedure

Our commitment to you

BullmanBrown aims to provide a high standard of service at all times. If we ever fall short of that, we want to know about it, and we want to put things right. This procedure explains how to make a complaint, what happens once you have, and how to take the matter further if you remain unhappy with the outcome.

This procedure applies to any expression of dissatisfaction, whether written or spoken, and whether justified or not, about our actions or service, or a delay or failure to act.

1. Who we are

BullmanBrown is a trading name of Minotaur Broking Ltd, a company registered in England and Wales under company number 17320302. Our registered office is 33 Wealden Close, Hildenborough, Tonbridge, Kent, TN11 9HB.

Minotaur Broking Ltd is an Appointed Representative of Acrisure Eleven Network Limited (Financial Services Register number 314593), which is authorised and regulated by the Financial Conduct Authority. This means our Principal is responsible for our regulatory compliance, and — as set out below — for investigating and resolving complaints about our service.

2. How to make a complaint

You can make a complaint in any of the following ways:

• By email: complaints@bullmanbrown.com
• In writing: BullmanBrown, 33 Wealden Close, Hildenborough, Tonbridge, Kent, TN11 9HB
• In person or via your usual contact at BullmanBrown, who will make sure your complaint is logged correctly.

Please give us as much detail as you can, including your name, policy or client reference (if known), what happened, and what you would like us to do to put things right.

3. What happens next

3.1 We will acknowledge your complaint

We will acknowledge receipt of your complaint promptly.

3.2 We refer every complaint to our Principal

BullmanBrown operates under an Appointed Representative arrangement. Under the terms of that arrangement, we do not investigate complaints ourselves and we do not issue final responses. Instead, we refer every complaint we receive, from any channel, to our Principal, as soon as we become aware of it and always within three business days.

3.3 Our Principal investigates and responds

Our Principal will investigate your complaint and keep you informed of progress. Under the Financial Conduct Authority's rules, firms are generally expected to send a final response — or explain why one cannot yet be given — within eight weeks of receiving a complaint. Our Principal's own complaints process will confirm the specific steps and timescales that apply to your complaint.

4. If you are not satisfied — the Financial Ombudsman Service

If you are unhappy with the final response you receive, or if you have not received one within eight weeks of raising your complaint, you may be able to refer your complaint, free of charge, to the Financial Ombudsman Service (FOS) — an independent, statutory body that resolves disputes between financial services firms and their customers.

4.1 Who can use the Financial Ombudsman Service

The right to refer a complaint to the Financial Ombudsman Service is available only to complainants who meet the FCA's definition of an "eligible complainant." This broadly covers private individuals, and smaller businesses, charities and trusts that meet the FCA's size criteria for those categories. BullmanBrown's clients are typically established commercial businesses, and a number of our clients will not meet the eligibility criteria for the Financial Ombudsman Service on that basis. Where that applies, we (or our Principal) will confirm this to you directly when your complaint is referred, and will explain what other options are available to you.

4.2 Time limits

You must normally refer your complaint to the Financial Ombudsman Service within six months of the date of our Principal's final response.

4.3 Contact details

5. Keeping you informed

We take every complaint seriously, and we review complaints made about our service to help us improve. This procedure is reviewed periodically; the version and effective date are shown at the top of this page.