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<p>The Government is determined that insurers should treat customers fairly and firms
are required to do so under the Financial Conduct Authority (FCA) rules. The FCA requires
firms to act fairly in accordance with the best interests of customers. Customers
that believe that they have been treated unfairly, such as their insurer charging
fees disproportionate to the level of work involved, should make a formal complaint
to their insurer.</p><p> </p><p>If they then feel that their complaint has not been
dealt with satisfactorily they can refer the matter to the Financial Ombudsman Service
(FOS) - an independent body set up to provide arbitration in such cases. The decision
of the FOS is binding on insurers up to the value of £150,000.</p>
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