Our Complaints Procedure

Insurance Factory Limited on behalf of Global Radio Services Limited
Insurance Factory Limited is part of Markerstudy Group of Companies.

Complaints

Pets in a Pickle are committed to providing you with an exceptional level of service and customer care. We realise, however, that things can go wrong and there may be occasions when you feel that we have not provided the service you expect. When this happens Pets in a Pickle want to hear about it so that we can try to put things right. Pets in a Pickle are happy to receive complaints communications in whatever form or medium is appropriate for your circumstances.

Need Help?

Customer Services: 03301260002
Claims: 03301260002
Sales: 08000441111
Opening Times: Mon-Fri 8am-8pm, Sat 9am-2pm
Customerqueries@petsinapickle.co.uk
Contact by Post: 2nd Floor, 5000 Lakeside, North Harbour, Western Road, Portsmouth, PO6 3EN

Response Time

Where Pets in a Pickle are unable to resolve your complaint by the end of the third working day after receipt, you can expect the following from us:

Acknowledgement of your complaint in writing within 5 working days of receipt. This will state who is handling the complaint.
Pets in a Pickle will aim to resolve your complaint within 4 weeks of receipt, unless the matter is very complicated, such as where other organisations need to be contacted. Where this is the case, Pets in a Pickle will still let you know what action is being taken and tell you when we expect to provide you with a final response.
Our goal is to ensure that you receive a final response letter within 8 weeks of receipt of your complaint. If Pets in a Pickle are still unable to provide you with a final response at this stage, we will write to you explaining why, and advise when you can expect a final response. At this point you may refer your complaint to The Financial Ombudsman Service (see below).

What is a final response?

This letter should clarify the final position in relation to your complaint and any actions agreed going forward.

The Financial Ombudsman Service - What you should know

You may go directly to The Financial Ombudsman Service with your complaint but the Ombudsman will only review your complaint at this stage with your insurer’s consent. However, Pets in a Pickle are still required to follow the procedure and timeframes stated above in the Response Time section.

If more than 8 weeks from the date of your complaint has passed and you have not received a final response, you may refer your complaint to the Financial Ombudsman Service.

If you have received a final response but are dissatisfied, you have the right of referral to the Financial Ombudsman Service within 6 months of the date of the final response letter. You may refer to the Financial Ombudsman Service beyond this time limit if your insurer has provided consent.
The Financial Ombudsman Service will let you know that they have received your complaint and what the next steps will be.

Contact Details:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0300 123 9123 Telephone: 0800 023 4567
Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk

The Financial Ombudsman Service will consider your complaint totally impartially and Pets in a Pickle are bound by their decision.

In a pickle? Call the team now