Sometimes things don’t go to plan, so please let us know if you feel like we’ve let you down. We’ll try to sort things out as soon as possible, or we’ll do our best to make everything a bit clearer.
Give us a call. Talking over the phone is often the quickest way to get things sorted.
If you would like to tell us about your problem online, all you have to do is fill out our simple form.
We'll aim to have everything sorted within three working days. But if we can't fix the problem, we'll let you know why and what the next steps are.
Get in touch via social media. We use Facebook and Twitter, and have active agents monitoring these platforms to respond to you quickly.
If we receive a complaint, we follow the steps detailed below:
If we’ve been able to resolve your complaint to your satisfaction within 3 working days, following receipt of your complaint.
What will it tell you?
It will let you know your complaint has been resolved and tell you about the Financial Ombudsman Service.
If we’ve been unable to resolve your complaint to your satisfaction within 3 working days, following receipt of your complaint.
What will it tell you?
It will let you know our complaint handling process and information about the Financial Ombudsman Service.
If we’ve been unable to resolve your complaint within 8 weeks.
What will it tell you?
It will let you know why we are not in a position to give you our final response and when we expect to be able to provide this. We’ll also let you know about your right to contact the Financial Ombudsman Service.
If we’ve been unable to resolve your complaint within 3 working days, we’ll send you our Final Response when we’ve completed our investigations. We’ll do our best to send this at the earliest opportunity.
What will it tell you?
This is a detailed response, which will outline:
It will also provide information about the Financial Ombudsman Service.
We’re regulated by the Financial Conduct Authority (FCA). We’ll only follow the four steps above, if the FCA agree your problem meets their definition of a complaint. Each step will also give you further information about the Financial Ombudsman Service.
If we don’t complete our investigations within 8 weeks of receiving your complaint or you’re unhappy with our response, you may ask the Financial Ombudsman Service to look at your complaint. This is a free and independent service. If you decide to contact them, you should do so within 6 months of our response letter. Referring your case to the Financial Ombudsman Service will not affect your legal rights.
You can contact them by:
Writing to:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Their website also has a great deal of useful information: www.financial-ombudsman.org.uk
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