We 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 we want to hear about it so that we can try to put things right. Although it can help to make complaints in writing we are happy to receive complaints communications in whatever form or medium is appropriate for your circumstances.
The most important factors in getting your complaint dealt with as quickly and efficiently as possible are to be sure you are talking to the right person, and that you are giving them the right information. If a dispute regarding your policy or claim does arise, the first step is to talk to a member of the Customer Service Team. This can be done either by telephoning us or by letter if you prefer.
Telephone: Customer Service – 0330 126 0001 Claims – 0330 126 0002
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The Connect Centre
Where we 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.
• We 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, we 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 we 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, we 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.
The Financial Ombudsman Service
Telephone: 0300 123 9 123
The Financial Ombudsman Service will consider your complaint totally impartially and we are bound by their decision.
If you are dissatisfied with the way your complaint has been handled, you can use the Online Dispute Resolution Platform (ODR) to submit your complaint for an independent assessment – click here.