At The Exeter, our aim is to provide the highest possible standards of service but we don’t always get it right.
If you are unhappy with any aspect of our service please contact us to discuss your concerns. Under our regulators rules we are required to try and resolve consumer complaints at the earliest opportunity. Sometimes this can be achieved quickly but in some cases it may take longer. In such cases our Complaints Handler will acknowledge your complaint within 5 working days and contact you with an update if it hasn’t been resolved in 20 working days. We have up to eight weeks in which to try to resolve your complaint.
- General enquiries:
0300 123 3201
Or write to us at
- The Exeter
- Lakeside House
- Emperor Way
- EX1 3FD
If you remain unhappy with the outcome of your complaint, how the complaint was dealt with or we do not provide a response within eight weeks, you have the right to refer your complaint to the independent Financial Ombudsman Service to investigate the matter on your behalf.
For help and advice from the ombudsman on how to complain, visit their website at: http://www.financial-ombudsman.org.uk/consumer/complaints.htm.
0800 023 4567 or 0300 123 9123
Or write to
- Financial Ombudsman Service
- Exchange Tower
- London, E14 9SR
The Financial Conduct Authority requires firms to publish their complaints data every six months. To see our complaints data, click here, but if any further information would be of help, please let us know.
The Exeter is the trading name of Exeter Friendly Society Limited.
Site refers to the The Exeter website.
We, Us, Our means The Exeter.
The Exeter is a trading name of Exeter Friendly Society Limited which is incorporated under the Friendly Societies Act 1992 Register No. 91F. Registered address; Lakeside House, Emperor Way, Exeter, England, EX1 3FD. Exeter Friendly Society Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.
All the insurance products available online through the The Exeter website are underwritten by Exeter Friendly Society Limited and are available to UK residents only.
Our applications (for iPhone and iPad)
Our applications, for financial advisers only, provide instant quotes for our award-winning products.
They should be used for indicative purposes only and quotes may differ from the final quotation given to your client following the full application process. Quotations are also subject to rate increases, please check our website for up to date premium rates.
To download our applications, search for Exeter Family in iTunes.
These terms and conditions govern your use of this Site and by accessing this Site you agree to be bound by them.
Please note that we reserve the right to change these terms and conditions at any time without notice by updating this posting and your continued access to or use of this Site will constitute your acceptance of any such changes.
Use of Site
We may in our sole discretion terminate your access to or use of this Site for any reason, including without limitation where we believe that you have not acted in accordance with the terms and conditions of this Site.
All the intellectual property rights in the material or content on our website belong to Exeter Friendly Society Limited. You may not transmit or modify any part of the Site without our prior permission. However, provided it is not for commercial use, you may print out part or the entire Site for your own personal use.
Third Party Services
Where we provide links to third party internet web-sites, you use such links entirely at your own risk and we accept no liability for the content, privacy practices, use or availability of such websites.
No third party is permitted to link any other web-site to this Site without obtaining our prior written consent.
This Site is provided for information purposes only. No information contained on the The Exeter Site shall be construed as advice or be viewed as a recommendation to either purchase a product or engage in a transaction.
If you are unsure a policy is right for you, please contact an independent financial adviser. You can find a local one at www.unbiased.co.uk.
Although we have taken all reasonable care to ensure that the information provided on this Site is accurate, we give no warranties of any kind, express or implied, with regard to the accuracy, timeliness or completeness of any such information.
Opinions and any other contents included on this Site are provided by us for personal use and informational purposes only and are subject to change without notice.
Subject as follows we accept no liability in any event including (without limitation) negligence for any damages or loss of any kind, including (without limitation) direct, indirect, incidental, special or consequential damages, expenses or losses arising out of, or in connection with your use or inability to use the Site, or in connection with any error, omission, defect, computer virus or system failure, or loss of any profit, goodwill or reputation, even if expressly advised of the possibility of such loss or damages, arising out of or in connection with the access of, use of, performance of, browsing in or linking to other sites from this Site.
We do not exclude our duties or liabilities under the Financial Services and Markets Act 2000.
We reserve the right to modify, suspend or discontinue, temporarily or permanently, the Site or any part of it, with or without notice, at any time. You agree that we shall not be liable to you or to any third party for any such modification, suspension or discontinuance of the Site.
Governing Law and Language
English law governs these terms and conditions and you agree that the English Courts shall have exclusive jurisdiction to determine any matter or dispute in connection with or arising out of this Site and these terms and conditions. All communications are in English.
Financial Services Compensation Scheme
Exeter Friendly Society Limited is a member of the Financial Services Compensation Scheme (FSCS) established under the Financial Services and Markets Act 2000. In the unlikely event that we become insolvent and unable to meet our financial obligations, you may be entitled to help from the FSCS.
Further details of the Scheme are available on request from the Financial Services Compensation Scheme, 7th floor, Lloyds Chambers, Portsoken Street, London E1 8BN. Helpline 020 7892 7300. Website: www.fscs.org.uk
It’s always nice to hear if we’re doing a good job but equally we need to know if we can improve things. If you have any comments, good or bad, please contact us by writing, emailing or telephoning.
We may record or monitor telephone calls to and from The Exeter for training purposes, and to help us continually improve our products and services for you. We also monitor incoming and out going email to enable us to protect our internal business systems. For more information, please refer to our Privacy Statement.