Any complaints about any aspect of the scheme should in the first instance be directed to the Federation Office for the attention of Chair of the Trustees, TVP Group Insurance Trust. This can either be via email: enquiries@tv.polfed.org or in writing to:
Chair of Trustees,
Thames Valley Police Federation Insurance Trust,
76 Wellington Street,
Thame,
Oxon,
OX9 3BN
The insurance broker will then be asked to investigate the complaint and resolve any matter either via the Scheme Trustees, directly with the member, or through the appropriate underwriting organisation.
Should you remain dissatisfied then you may ask the Financial Ombudsman to investigate your complaint. Please contact the Financial Ombudsman Service by telephoning: 0800 023 4567 or by downloading the complaint form from: www.financial-ombudsman.org.uk.
In the event that an insurer is unable to pay a claim you may be entitled to compensation from the Financial Services Compensation Scheme if an insurer cannot meet its obligations. This depends on the type of insurance and the circumstances of the claim. Information can be obtained on request, or by visiting the Financial Services Compensation Scheme website at: www.fscs.org.uk.