Customer Complaints Process
How to make a complaint
We can often resolve concerns right away, so please as a first step get in touch with our Support Centre.
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 to confirm what we've done. 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 within the first 3 business days, we will:
- Acknowledge your complaint promptly.
- Carry out a thorough and impartial investigation.
- Do everything we can to resolve your complaint as quickly as possible.
- Keep you updated of the progress.
- Provide a written response within 8 weeks of receiving your complaint, which will inform you of the results of our investigation or explain why this isn’t possible.
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
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk