Complaints Procedure
Last updated: 22 September 2026
Summary
This page summarises the complaints procedure of Movo Partnership Ltd, our principal, which applies to Thamesbridge Commercial Brokers Ltd and to any firm operating as an Appointed Representative of Movo Partnership. Movo Partnership are responsible for our advice, sales, marketing and claims activities, and will assist with any complaint relating to those activities.
As a professional broker we are registered with the Financial Conduct Authority as an Appointed Representative of Movo. Movo ensures all of our compliance is governed in the very best way, and provides us with access to a wide variety of markets and products which we use to meet your demands and needs fully.
Our aim for each of our clients is to provide all of you with an excellent level of service. However, we recognise that there may be an occasion when you do not feel satisfied with the service you have received from us. We take complaints very seriously, and with this in mind we have adopted a customer complaints procedure which lets you know how you can get in touch with us and how we will deal with your complaint or issue.
How to make a complaint
If you find the need to make a complaint, please contact us using any of the following methods.
Through us, your broker
| In writing | Thamesbridge Commercial Brokers Ltd, 124 City Road, London EC1V 2NX |
| By telephone | +44 20 3934 1889 |
| By email | enquiries@thamesbridge-commercial.com |
Directly to our principal
| In writing | Complaints Manager, Movo Partnership Ltd, Movo House, 33 Green Lane, Chislehurst, BR7 6AG |
| By telephone | 020 8138 5070 |
| By email | complaints@movopartnership.co.uk |
You do not have to contact us first. If you would rather go straight to Movo Partnership, you are entitled to do so, and it will not affect how your complaint is handled.
What happens next
By working closely with Movo Partnership Ltd, we will endeavour to resolve your complaint immediately, or within three business days of receiving it. Movo will write to you confirming the resolution.
If we are unable to resolve the complaint immediately or within three business days, you can be assured that we will deal with your complaint promptly and fairly, in line with the formal complaint handling procedures put in place by Movo Partnership Ltd and summarised below.
- Movo Partnership Ltd will write to you within five working days to acknowledge your complaint and provide details of who is handling it.
- Movo Partnership Ltd will keep you informed of the progress of your complaint as the investigation proceeds.
- Movo Partnership Ltd aims to provide a final response to your complaint within eight weeks of receiving it.
- If jointly we cannot provide you with a final response within eight weeks from the date we received your complaint, we will outline the reasons for the delay and give you an indication of when you can expect a response.
- When investigating your complaint we will take into account any financial losses or material inconvenience you have suffered. Our final response letter will set out the reasons for our decision, and will make clear whether we accept or reject your complaint.
Referring your complaint to the Financial Ombudsman Service
If you are in any way dissatisfied with our final response, or if we have been unable to provide our final response to you within eight weeks of receiving your complaint, you have the right to refer your complaint to the Financial Ombudsman Service (FOS), free of charge, if you are:
- an individual consumer, meaning a natural person acting for purposes outside their trade, business, craft or profession
- in relation to payment services only, a micro enterprise, meaning an enterprise that employs fewer than ten people and whose annual turnover or annual balance sheet total does not exceed EUR 2 million
- a charity with an annual income of less than £6.5 million at the time the complaint is referred
- a trustee of a trust with a net asset value of less than £5 million at the time the complaint is referred
- a consumer buy to let customer, meaning a specific type of mortgage customer
- a small business, meaning one with an annual turnover of less than £6.5 million that employs fewer than 50 people, or has a balance sheet of less than £5 million
- a consumer who is a member of a business, charity or trust and is complaining as a beneficiary of a group policy
Time limits
The Financial Ombudsman Service might not be able to consider your complaint if:
- what you are complaining about happened more than six years ago, and
- you are complaining more than three years after you realised, or should have realised, that there was a problem.
If we think your complaint was made outside these time limits, we will leave the matter for the Ombudsman to decide. If the Ombudsman agrees with us, they will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances.
If you decide to refer your complaint to the Ombudsman, you must do so within six months of the date of our final response letter. If you do not, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in exceptional circumstances.
Contacting the Financial Ombudsman Service
The FOS offers an independent service for resolving disputes. You can contact them by:
| Consumer helpline | 0800 023 4567, free from a fixed line such as a landline at home, or 0300 123 9 123, free for mobile phone users paying a monthly charge for calls to numbers starting 01 or 02 |
| In writing | Exchange Tower, London E14 9SR |
| By email | complaint.info@financial-ombudsman.org.uk |
| Website | financial-ombudsman.org.uk |
We include a link to the Financial Ombudsman Service leaflet ‘Want to take your complaint further’ in all resolution letters, with the exception of complaints resolved within three working days, and in all eight week response letters. If you would like a hard copy, please ask and we will send one to you.
Lloyd’s of London policyholders
If your policy is with Lloyd’s of London, you may, if you wish, refer your complaint to Lloyd’s. Lloyd’s will investigate the matter and provide a final response. Their contact details are as follows.
| In writing | Complaints, Lloyd’s, Fidentia House, Walter Burke Way, Chatham Maritime, Chatham, Kent ME4 4RN |
| By telephone | +44 (0)20 7327 5693 |
| By email | complaints@lloyds.com |
| Website | lloyds.com/complaints |
Ultimately, should you remain dissatisfied with Lloyd’s final response, you may, if eligible, refer your complaint to the Financial Ombudsman Service.
How Lloyd’s will handle your complaint
If you wish to make a complaint, it is a good idea to check your policy for the procedure if you have not already done so. Alternatively you could contact us as your broker, or, if the complaint relates to a claim, contact whoever has been handling that claim to tell them you are dissatisfied.
Lloyd’s provides a complaint resolution service, free of charge, where disputes are reviewed on the balance of probabilities, having regard to the evidence submitted by both parties. Lloyd’s aims to conclude the majority of complaints received within eight weeks, in accordance with the Financial Conduct Authority Handbook. Within that eight week timeframe, Lloyd’s operates a two stage complaints process as follows.
Stage 1
- The complaint will be considered by the underwriters of the policy, who will issue a response, ideally within 14 days.
- If you remain dissatisfied following the underwriters’ response, or if you have not received a response within 14 days, you are entitled to request that the complaint be escalated to stage 2.
Stage 2
- Lloyd’s obtains the documentation from the underwriters and undertakes a full review of the complaint.
- When the review is complete, a final response will be issued detailing the outcome of these investigations.
- If you remain dissatisfied at this point, you may refer the matter to the Financial Ombudsman Service, if eligible, provided you do so within six months of the date of the final response.
The Financial Ombudsman Service can only consider your complaint once Lloyd’s have provided their final response, or if Lloyd’s has been unable to provide a final response after eight weeks.
Your legal rights
This complaints procedure does not affect any of your legal rights.
A complaint about how we have handled your personal information is dealt with differently. Please see our Privacy and Cookie Policy, which explains your right to complain to the Information Commissioner’s Office.