Exotic Complaints

Our aim is to ensure that all aspects of Your insurance are dealt with promptly, efficiently and fairly. At all times We are committed to providing You with the highest standard of service. If You wish to make a complaint, You can do so at any time by referring the matter in the first instance to Us at:

  • Address: ExoticDirect , 4 Bridge Road Business Park, Haywards Heath, West Sussex, RH16 1TX
  • Telephone: 0345 982 5505
  • Email: 
  • Website:

You have the right to refer your complaint to the Financial Ombudsman, free of charge – but you must do so within six months of the date of the final response letter. The FOS is an independent service in the UK for settling disputes between consumers and businesses providing financial services. You can find more information on the FOS at:

Pet Business Complaints


It is always the intention to provide a first class standard of service. However it is appreciated that occasionally things go wrong. If you have a complaint which relates to either your policy or to a claim which you have submitted under your policy then please raise this in the first instance with Us who will arrange for your complaint to be forwarded onto your insurer. Our contact details are:

Your complaint will be acknowledged within 5 business days of receipt. If the complaint is not resolved within 4 weeks of receipt your insurer will write to You and let You know what further action will be taken.

If after making a complaint You are dissatisfied with your insurers “Final response” (or if Your complaint remains unresolved after 8 weeks of initially telling Us) You may be able to refer Your complaint to the Financial Ombudsman Service (FOS) at:

The FOS may review Your complaint subject to certain eligibility criteria Further details of the FOS can be obtained from

Whilst We are bound by the decision of the FOS You are not. Following the Complaints procedure does not affect Your right to take legal action.


Financial Conduct Authority (FCA)

Brooks Braithwaite (Sussex) Ltd is authorised and regulated by the Financial Conduct Authority (FCA), our registered no. is 304839, Company No. 1416900.

Complaints Handling


Financial Ombudsman Service
Financial services complaints we cannot settle may be referred to the Financial Ombudsman Service



Financial Services Compensation Scheme (FSCS)
Should the underwriters for Brooks Braithwaite (Sussex) Ltd insurance schemes be unable to meet their liabilities you may be entitled to compensation under the Financial Services Compensation Scheme (FSCS).

FSCS is the compensation fund of last resort for customers of authorised financial services firms.