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Complaints

If you have any complaints or concerns about our work, please raise them in the first instance with your direct contact of the company providing you with the service.

Details are given in the About SC section on our website. We will investigate your complaint promptly and carefully and do what we reasonably can to resolve the difficulties in accordance with our complaints handling procedures.

If you are still unhappy, please write to Philip Lepp, Group Chairman and Managing Director of Sydney Charles Group, at our Guernsey office address or by using the form below , who will personally investigate your complaint or concern and the handling of it. If the matter remains unresolved after that, we will seek to resolve the matter through mediation.

If you are still dissatisfied then you may be entitled to refer your complaint to the Financial Ombudsman Service at:

The Financial Ombudsman Service, Exchange Tower, London E14 9SR

Telephone: 0207 964 1000
Email: [email protected]

For clients who have business placed through our Lloyds Coverholder you can address your matter directly to the Lloyds complaints team at the following details:

www.lloyds.com/complaints

Send a complaint











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    Why choose Sydney Charles?

    Sydney Charles are able to offer insurance for all types of general aviation clients and can provide exclusive access to bespoke insurance facilities.

    Excellent coverage

    Whether you are insuring an individual private aircraft, helicopter, or a commercial fleet, we can ensure that you are covered. Our independent status allows us access to a wide range of aircraft insurance plans.

    Better cover, for less

    Sydney Charles have exclusive aviation insurance facilities which can not be accessed by any other broker. The Insurance facilities offer comprehensive coverage for all types of aircraft at competitive premiums.

    Worldwide cover

    Our established, trusted and highly regarded worldwide network enables us to provide aviation insurance clients in Europe with superior worldwide coverage, competitive rates and excellent customer service.

    Testimonials

    "May I thank you all at Sydney Charles for your kindness and help over the years that I have been insured with you. It seems that over 30 years of my gliding life have been watched over by yourselves. In that time there have been many changes but your care, you have continued to provide both a personal service and always of a high standard."

    Dominic

    "I'm on my second year with these guys. Very helpful, though I've never had to use them in anger. No issues with them and very competitive. "

    Cliff

    "I recently got a quote from Sydney Charles when my insurance was due. Their quote was exactly what I requested, unlike some brokers. Their offer included the option to pay in quarterly interest-free payments, or to spread the premium over 10 months at an interest charge that was not disclosed in the quote."

    Charlie

    "Cameron, Kim and Vroni - may I take this opportunity to thank you all for your help and support regarding the unfortunate accident with my Aircraft. I received the settlement this morning, thank you. Credit to you Cameron for the unsociable hours you put in to enable a swift conclusion and to all at Sydney Charles for placing me with a great insurer that honoured the agreement without fuss. I think this incident has put a forced halt to my aviation pursuits, so may have to find another! All the very best and kind regards P S"

    PS

    "I would have no hesitation in recommending Sydney Charles, the service from this company and the staff is second to none. 5 star in everything."

    Alan

    "Sydney Charles were quite outstanding in the handling of the glider loss claim: sympathetic, responsive, speedy and very professional."

    Jon G

    "They insure a large proportion of the glider fleet in UK and, I think, Europe. My glider has been insured with them for many years. Never heard anything negative.  "

    Pete

    "I am emailing you just to say how delighted I am with the service your Company has provided. We moved the insurance for our Cessna last year and throughout these transactions Wendy has been most helpful, fast and efficient, with the minimum of ‘red tape’ & fuss. This has been a real breath of fresh air compared to our last two brokers..everything had to be pushed uphill, and I used to dread the annual renewal!"

    Roger & Tim

    "I would like to express my sincere thanks to you for your excellent knowledge and kindest consideration given to me late last Friday…you dealt with my situation splendidly. On top of that you did exactly what you said you would, you explained everything quite simply and with clarity of diction that is not always present these days."

    AC – Company Director

    "In my opinion, they are a very professional company, and the process of gaining appropriate insurance from them was smooth, easy and quick….I was pleasantly surprised by what I consider to be the relatively low cost. "

    Stephen R

    "You guys are simply the best. I am a careful and diligent flyer but running and operating Foston Airfield near Newark Is a costly hobby according to my partner! It’s good to be safe in the knowledge that if the unthinkable happened I would be able to purchase a replacement Microlight, Hull cover and peace of mind for less than a pound a day, and a service that is second to non is a no brainier for me. "

    Mark

    "Many thanks for your professional kind and considerate help…..with a service this good you can be assured of my business now and for the foreseeable future."

    MBS – Microlight Owner

    "We use Sydney Charles and have done since I joined the group. They've been very good, including when we made a claim, and on another incident. "

    Richard C

    "I would like to thank you and all the staff at Sydney Charles for your excellent service over the past few years."

    Ian B

    "They are well known in GA and seem to have a good reputation. "

    Richard

    "Many thanks for your kind assistance. You and your company have taken great care of both myself and my fellow pilots at Foston airfield, while it remained open. When we find new homes you can guarantee I will be back, I would not trust my aviation insurance to any other company."

    MS – Microlight Owner

    "I would like to thank you for your service and support…your efforts and accommodation have always been excellent. As one of the UK's top insurers for gliders be assured that I/we will be back with any future requests for insurance cover."

    PH

    "I have to say your service is second to none and very much appreciated."

    MN – Company Director