Customer Complaints Process

Our Mission

SO-SURE are on a mission to restore consumer trust in Insurance. But even on our mission, things may go wrong from time to time, so If you’ve had a bad experience or believe something has gone wrong, please let us know. We are committed to our mission to restoring trust and that treating our customers fairly, so we want to learn and put things right.

How to make a complaint

We can often resolve concerns right away, so please as a first step get in touch by contacting us.

You will need to tell us:

  • Your personal details
  • Your Policy or claim number
  • What gone wrong
  • What you would like us to do to put things right

What happens next – Within 3 business days:

Some problems can be put right quickly, and if we can resolve your problem within 3 days we will look to do so.

We will log your complaint, and seek to resolve it, If you agree to our resolution within the first 3 working days, we will put things right, and send you a Summary Response Communication to confirm things. If after this you decide you are not happy, you can re-open your complaint for us to look into and investigate, or you could seek further support via the Financial Ombudsman Service.

If we are unable to resolve your concerns quickly, we will:

  • Acknowledge your complaint promptly.
  • Carry out a thorough and impartial investigation.
  • Do everything we can to resolve things as quickly as possible.
  • Keep you updated of the progress.
  • Provide a written response within 8 weeks of receiving your complaint, this will inform you of the results of our investigation or explain why this isn’t possible.
  • If you’re not happy with our response and feel we’ve not considered all your issues or you can provide further information, please let us know and we’ll be happy to review.

Upon receiving our final decision, or after 8 weeks, whichever comes sooner:

If you're not satisfied with our final response, or with our reasons for not getting back to you sooner, you can take your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service offers a free independent complaint resolution service.

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge - but you must do so within six months of the date of the final response letter.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

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

Phone: 0800 023 4567 or 0300 123 9123

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Complaints Process 🔏

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