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Complaints

What we promise you

Our promise to you is that we’ll always be fair and reasonable whenever you need us and that we’ll act quickly to resolve any issues that may come up. Should there ever be a time when you feel that we’ve failed to honour our promise, we’ll do everything possible to ensure that your complaint is dealt with quickly and fairly.

How to make a complaint

We understand that things don’t always go to plan and there may be times when you feel we’ve let you down. If this happens, we want you to tell us. We’ll do our best to put things right as soon as possible or explain something we could have made clearer.

We’d like you to speak to us about your problem by calling this number 0800 051 0140 and 0123 963 6070. If you’d prefer to write to us you can send the letter to:

Customer Relations Manager
Churchill Court
Westmoreland Road
Bromley
BR1 1DP

Our staff are empowered to support you and will aim to resolve most issues within three working days, following receipt of your complaint.

If your complaint can’t be resolved within three working days, we’ll contact you to let you know who will be dealing with it and what the next steps are.

We will keep in regular contact with you. You’ll also receive the following written communication from us depending on how long it takes us to resolve your complaint.

Communication Type

  • Summary Resolution Communication

    When will you get this?

    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.

  • Acknowledgement

    When will you get this?

    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.

  • Unable to reach resolution within 8 weeks

    When will you get this?

    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.

  • Final Response

    When will you get this?

    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:
    - Our investigation
    - The decision
    - Next steps, if applicable
    It will also provide information about the Financial Ombudsman Service.

Independent Review

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:

Email:
complaint.info@financial-ombudsman.org.uk

Phone:
UK: 0300 123 9123 or 0800 023 4567
Abroad: +44 20 7964 0500

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

European Online Dispute Resolution Platform

If you, an individual, purchased your policy online mainly for your own private use there is now an Online Dispute Resolution (ODR) platform created by the EU Commission, which can help with resolving disputes. You can enter any complaint, other than for trade, about your policy onto the ODR. This will forward your complaint to the correct Alternative Dispute Resolution scheme. For insurance complaints in the UK this is the Financial Ombudsman Service. Their contact details are above, if you prefer to contact them directly.

For more information about ODR please visit:
http://ec.europa.eu/odr