:@0.894118:0.124984:0.894510:0.124984:0.894510:0.123642:0.894118:0.123642:0.000392
- :@0.865882:0.970374:0.873480:0.970374:0.873480:0.959137:0.865882:0.959137:0.004314:0.003284
19 -:@0.873529:0.970374:0.894375:0.970374:0.894375:0.959137:0.873529:0.959137:0.006667:0.006471:0.003333:0.004375
 :@0.894118:0.970374:0.897402:0.970374:0.897402:0.959137:0.894118:0.959137:0.003284
ASPEN LOCAL AUTHORITY COMBINED LIABILITY 2015:@0.139059:0.981980:0.423915:0.981980:0.423915:0.970347:0.139059:0.970347:0.007830:0.007055:0.007239:0.007055:0.007830:0.002943:0.006477:0.008421:0.007646:0.007830:0.006647:0.002746:0.007830:0.007646:0.006647:0.007646:0.008421:0.007830:0.002746:0.006647:0.007239:0.002746:0.007830:0.008421:0.008828:0.007830:0.002943:0.007646:0.007055:0.007830:0.002943:0.006647:0.002943:0.007646:0.007830:0.002943:0.006647:0.002746:0.006647:0.007239:0.002746:0.006069:0.006246:0.006078:0.005991
 :@0.423807:0.982489:0.427518:0.982489:0.427518:0.968078:0.423807:0.968078:0.003711
Aspen Complaint Procedure :@0.139059:0.140528:0.341450:0.140528:0.341450:0.124554:0.139059:0.124554:0.010589:0.008226:0.009038:0.008226:0.009038:0.004113:0.010571:0.009038:0.013151:0.009038:0.004113:0.008226:0.004113:0.009038:0.004853:0.004113:0.009813:0.005682:0.009038:0.008226:0.008226:0.009038:0.009038:0.005646:0.008090:0.004113
 :@0.139059:0.156437:0.143172:0.156437:0.143172:0.140463:0.139059:0.140463:0.004113
If at any time the Insured has a complaint regarding this insurance then the matter should be raised first with the :@0.139059:0.172346:0.872425:0.172346:0.872425:0.156372:0.139059:0.156372:0.004118:0.004118:0.004118:0.008231:0.004118:0.004118:0.008233:0.008226:0.007270:0.004113:0.004113:0.003319:0.012158:0.008226:0.004113:0.004113:0.008226:0.008226:0.004113:0.004113:0.008082:0.007432:0.008226:0.004925:0.008226:0.008027:0.004113:0.008226:0.008226:0.007450:0.003915:0.008226:0.004113:0.007450:0.008226:0.012321:0.008082:0.003283:0.008262:0.003283:0.008082:0.004113:0.004113:0.004925:0.008226:0.008226:0.008226:0.004925:0.008027:0.003283:0.008262:0.008226:0.004113:0.004113:0.008064:0.003283:0.007486:0.003915:0.003283:0.008262:0.007432:0.008045:0.004925:0.008226:0.008226:0.007396:0.008262:0.004113:0.004113:0.008045:0.008226:0.008226:0.004113:0.004113:0.008226:0.008226:0.003969:0.012321:0.008226:0.004113:0.004113:0.008262:0.004925:0.003896:0.007432:0.008226:0.008226:0.008064:0.003283:0.008262:0.004113:0.008045:0.008226:0.004113:0.004925:0.008226:0.003283:0.007486:0.008045:0.008226:0.004113:0.004113:0.003337:0.004925:0.007234:0.004113:0.004113:0.010589:0.003283:0.004149:0.008226:0.004113:0.004113:0.008064:0.008226:0.004113
Insured’s broker or intermediary or advisor. :@0.139059:0.188256:0.424391:0.188256:0.424391:0.172281:0.139059:0.172281:0.004113:0.008226:0.007450:0.008226:0.004925:0.008226:0.008027:0.003283:0.007486:0.004113:0.008226:0.004925:0.008027:0.007432:0.008226:0.004925:0.004113:0.008226:0.004925:0.003896:0.003283:0.008262:0.004113:0.008226:0.004925:0.012140:0.008226:0.008226:0.003337:0.008045:0.004925:0.007396:0.004113:0.008226:0.004925:0.004113:0.008226:0.008082:0.007432:0.003283:0.007486:0.008226:0.004925:0.004083:0.004113
 :@0.139059:0.204316:0.143172:0.204316:0.143172:0.188342:0.139059:0.188342:0.004113
If they are unable to resolve the complaint then the Insured may refer the matter to the Company in writing detailing :@0.139059:0.220225:0.894232:0.220225:0.894232:0.204251:0.139059:0.204251:0.004113:0.004113:0.004113:0.004113:0.008226:0.008226:0.007468:0.004113:0.008226:0.004726:0.008226:0.004113:0.008226:0.008226:0.008226:0.008082:0.003283:0.008262:0.004113:0.004113:0.008226:0.004113:0.004726:0.008226:0.007450:0.008045:0.003283:0.007486:0.008226:0.004113:0.004113:0.008064:0.008226:0.004113:0.007450:0.008226:0.012321:0.008082:0.003283:0.008262:0.003283:0.008082:0.004113:0.004113:0.004113:0.008226:0.008226:0.008226:0.004113:0.003969:0.008226:0.008226:0.004113:0.004113:0.008064:0.007432:0.008226:0.004925:0.008226:0.008226:0.003933:0.012321:0.008226:0.007468:0.004113:0.004925:0.008226:0.003915:0.008226:0.004925:0.004113:0.004113:0.008226:0.008226:0.003933:0.012321:0.008226:0.004113:0.004113:0.008262:0.004925:0.004113:0.004113:0.008027:0.004113:0.004113:0.008226:0.008226:0.004113:0.010625:0.008045:0.012321:0.008226:0.008226:0.008262:0.007432:0.003915:0.003283:0.008262:0.004113:0.010947:0.004925:0.003283:0.004113:0.003175:0.008226:0.008226:0.004113:0.008226:0.008226:0.003969:0.008226:0.003319:0.003139:0.003283:0.008262:0.008226:0.004113
the nature of the complaint and should include copies of the Schedule and policy wording and any other relevant :@0.139059:0.236134:0.875076:0.236134:0.875076:0.220160:0.139059:0.220160:0.004118:0.008231:0.008231:0.004118:0.008231:0.008231:0.004118:0.008231:0.004929:0.008032:0.004118:0.008231:0.004118:0.004118:0.004118:0.008231:0.008231:0.003937:0.007401:0.008267:0.012163:0.008231:0.003288:0.008267:0.003143:0.008231:0.004118:0.004118:0.008231:0.008050:0.008231:0.004118:0.007437:0.008231:0.008231:0.008050:0.003288:0.008231:0.004118:0.003360:0.008032:0.007401:0.003360:0.008231:0.008050:0.008231:0.004118:0.007437:0.008032:0.008231:0.003288:0.008267:0.007401:0.003973:0.008231:0.004118:0.004118:0.004118:0.008231:0.008231:0.003937:0.009800:0.007401:0.008267:0.008231:0.008231:0.008231:0.003143:0.008231:0.004118:0.008231:0.008231:0.008231:0.004118:0.008050:0.008231:0.003288:0.003180:0.007401:0.007491:0.004118:0.010594:0.008231:0.004929:0.008014:0.003288:0.008231:0.008267:0.004118:0.008032:0.008231:0.008231:0.004118:0.008231:0.008231:0.007455:0.003919:0.008231:0.004118:0.008231:0.008231:0.004929:0.004118:0.004929:0.007996:0.003288:0.008231:0.007491:0.008032:0.008231:0.004118:0.004113
information to: :@0.139059:0.252043:0.236499:0.252043:0.236499:0.236069:0.139059:0.236069:0.003283:0.008262:0.004113:0.008226:0.004925:0.012321:0.008226:0.003951:0.003283:0.008262:0.008226:0.004113:0.004113:0.008064:0.003960:0.004113
 :@0.139059:0.267953:0.143172:0.267953:0.143172:0.251978:0.139059:0.251978:0.004113
The Compliance Officer :@0.139059:0.283862:0.298116:0.283862:0.298116:0.267887:0.139059:0.267887:0.009038:0.008226:0.008226:0.004113:0.010589:0.008226:0.012321:0.008226:0.003193:0.003283:0.008262:0.008226:0.007270:0.008226:0.004113:0.011563:0.004113:0.003933:0.003283:0.007486:0.008226:0.004804:0.004113
Aspen Insurance UK Ltd :@0.139059:0.299960:0.303018:0.299960:0.303018:0.283986:0.139059:0.283986:0.009795:0.007432:0.008226:0.008226:0.008226:0.004113:0.004113:0.008082:0.007432:0.008226:0.004925:0.008226:0.008027:0.007432:0.008226:0.004113:0.010607:0.009795:0.004113:0.008226:0.004113:0.008173:0.004113
30 Fenchurch Street :@0.139059:0.315869:0.276744:0.315869:0.276744:0.299895:0.139059:0.299895:0.008226:0.008226:0.004113:0.009038:0.008226:0.008226:0.007288:0.008226:0.008226:0.004925:0.007396:0.008262:0.004113:0.009813:0.004113:0.004708:0.008226:0.008226:0.003996:0.004113
London  :@0.139059:0.331778:0.196499:0.331778:0.196499:0.315804:0.139059:0.315804:0.008235:0.008235:0.008235:0.008235:0.008235:0.008235:0.003915:0.004113
EC3M 3BD :@0.139059:0.347687:0.216891:0.347687:0.216891:0.331713:0.139059:0.331713:0.009795:0.010589:0.008226:0.012321:0.004113:0.008262:0.009795:0.010618:0.004113
 :@0.139059:0.363596:0.143172:0.363596:0.143172:0.347622:0.139059:0.347622:0.004113
Or by phone: 020 7184 8402 :@0.139059:0.379657:0.330861:0.379657:0.330861:0.363683:0.139059:0.363683:0.011545:0.004925:0.004113:0.008226:0.007396:0.004113:0.008082:0.008226:0.008226:0.008226:0.008226:0.004113:0.003969:0.008226:0.008226:0.008226:0.004113:0.008226:0.008082:0.008226:0.008226:0.004113:0.008226:0.008064:0.008226:0.008127:0.004113
 :@0.139059:0.395566:0.143172:0.395566:0.143172:0.379592:0.139059:0.379592:0.004113
Or by fax: 020 7184 8500 :@0.139059:0.411475:0.309685:0.411475:0.309685:0.395501:0.139059:0.395501:0.011545:0.004925:0.004113:0.008226:0.007396:0.004113:0.003969:0.008226:0.007450:0.004113:0.004113:0.008045:0.008226:0.008226:0.004113:0.008226:0.008226:0.008082:0.008226:0.004113:0.008226:0.008226:0.008226:0.008165:0.004113
 :@0.139059:0.427384:0.143172:0.427384:0.143172:0.411410:0.139059:0.411410:0.004113
Or by e-mail: :@0.139059:0.443293:0.227652:0.443293:0.227652:0.427319:0.139059:0.427319:0.011545:0.004925:0.004113:0.008226:0.007396:0.004113:0.008303:0.004706:0.012321:0.008226:0.003175:0.003283:0.004149:0.004113
complaints@aspen-insurance.com:@0.227680:0.443293:0.454072:0.443293:0.454072:0.427319:0.227680:0.427319:0.007432:0.008045:0.012321:0.008226:0.003355:0.008045:0.003283:0.008262:0.004113:0.007252:0.015081:0.008045:0.007432:0.008045:0.008226:0.008375:0.004902:0.003283:0.008262:0.007432:0.008226:0.004708:0.008226:0.008226:0.007450:0.008226:0.003933:0.007432:0.008226:0.012321
 :@0.454036:0.443293:0.458149:0.443293:0.458149:0.427319:0.454036:0.427319:0.004113
 :@0.139059:0.459354:0.143172:0.459354:0.143172:0.443380:0.139059:0.443380:0.004113
A copy of the Company’s internal complaint handling procedure is available on request. :@0.139059:0.475288:0.712119:0.475288:0.712119:0.459314:0.139059:0.459314:0.009795:0.004113:0.007432:0.008226:0.008226:0.007450:0.004113:0.008045:0.004113:0.004113:0.004113:0.008226:0.008226:0.004113:0.010679:0.007991:0.012321:0.008226:0.008226:0.008262:0.007252:0.003283:0.007486:0.003915:0.003283:0.008262:0.004113:0.008226:0.004726:0.008226:0.008226:0.003337:0.004113:0.007432:0.008045:0.012321:0.008226:0.003355:0.008045:0.003283:0.008262:0.004113:0.004113:0.008045:0.008226:0.008226:0.008226:0.003337:0.003139:0.008226:0.008226:0.004113:0.008226:0.004925:0.008045:0.007432:0.008226:0.008045:0.008226:0.004925:0.008226:0.004113:0.003283:0.007486:0.004113:0.008045:0.007432:0.008226:0.003139:0.003283:0.008262:0.008226:0.003139:0.008226:0.004113:0.008226:0.008226:0.004113:0.004925:0.008226:0.008064:0.008226:0.008226:0.007450:0.004113:0.004374:0.004113
 :@0.139059:0.491197:0.143172:0.491197:0.143172:0.475223:0.139059:0.475223:0.004113
In the event that the Company is unable to resolve the matter to the Insured’s satisfaction, the Insured may, if :@0.139059:0.507107:0.854551:0.507107:0.854551:0.491132:0.139059:0.491132:0.004118:0.008231:0.004118:0.004118:0.008231:0.008231:0.004118:0.008050:0.007401:0.008267:0.008231:0.004118:0.004118:0.004118:0.008050:0.008231:0.004118:0.004118:0.004118:0.008231:0.008231:0.004118:0.010594:0.008032:0.012325:0.008231:0.008231:0.008068:0.007257:0.004118:0.003288:0.007473:0.004118:0.008231:0.008231:0.008050:0.008231:0.003288:0.008267:0.004239:0.003915:0.008226:0.004113:0.004925:0.008226:0.007432:0.008045:0.003283:0.007486:0.008226:0.004113:0.003933:0.008226:0.008226:0.004113:0.012176:0.008226:0.004113:0.004113:0.008064:0.004925:0.004113:0.004113:0.008226:0.004113:0.004113:0.008226:0.008226:0.004113:0.004113:0.008082:0.007432:0.008226:0.004925:0.008226:0.008027:0.003283:0.007486:0.004113:0.007252:0.008226:0.004113:0.003337:0.007252:0.004113:0.008226:0.007450:0.003915:0.003283:0.008262:0.008226:0.004113:0.004113:0.003933:0.008226:0.008226:0.004113:0.004113:0.008226:0.007468:0.008226:0.004708:0.008226:0.008226:0.004113:0.012357:0.008045:0.007432:0.004113:0.004113:0.003319:0.004113:0.004113
eligible, be entitled to refer it to the Financial Ombudsman Service. :@0.139059:0.523016:0.577365:0.523016:0.577365:0.507041:0.139059:0.507041:0.008226:0.003319:0.003283:0.008262:0.003283:0.008082:0.003283:0.008262:0.004113:0.004113:0.008045:0.008226:0.004113:0.008226:0.008226:0.004113:0.003175:0.004113:0.003319:0.008226:0.008226:0.004113:0.003951:0.008226:0.004113:0.004925:0.008226:0.004113:0.008226:0.004925:0.003915:0.003283:0.004149:0.004113:0.003933:0.008226:0.004113:0.004113:0.008226:0.008226:0.004113:0.009038:0.003337:0.008045:0.008226:0.008226:0.007270:0.003283:0.008262:0.003283:0.003969:0.011545:0.012321:0.008226:0.008082:0.008226:0.007450:0.012158:0.008226:0.008226:0.004113:0.009633:0.008226:0.004925:0.007396:0.003355:0.007432:0.008045:0.004210:0.004113
 :@0.139059:0.538925:0.143172:0.538925:0.143172:0.522950:0.139059:0.522950:0.004113
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