If you wish to make a complaint about our service, you can contact us in one of the following ways:
Please quote your policy number or the reference we have given you. If we are unable to deal with your complaint immediately we will write to you within 2 working days of receipt and inform you who is dealing with the complaint and when you can next expect a response. We may also ask you for further details about your complaint where relevant.
If we believe the matter is the responsibility of another firm, either in whole or in part, we will refer your complaint to that firm (or the part of your complaint they are responsible for) and inform you of this in writing. We will provide you with the other firm’s contact details, who will then assume responsibility for your complaint or their part of it (we will continue to deal with the part we are responsible for if applicable).
We aim to conclude our investigations promptly. However, in some circumstances our investigations may take some time, and we will keep you fully informed. This means that we will write to you as soon as we have concluded our investigation and, in any event, within 8 weeks of receipt of your original complaint. If, however, your complaint is sufficiently complicated to warrant longer investigation or for reasons outside of your control we have been unable to complete our investigation, we will write to you:
When we conclude your complaint, we will write to you giving you our “Final Response”. This will tell you if we have upheld or rejected your complaint (in whole or in part), and, if appropriate, we will make an offer of redress.
On receipt of our Final Response, or if your complaint remains unresolved after 8 weeks of initially telling us, you may be able to refer your complaint to the FOS if you are:
Further details of the FOS can be obtained from www.financial-ombudsman.org.uk; 0800 023 4567