We aim to treat our customers fairly at all times, especially when they are not happy or they feel have cause for complaint. We take any complaint very seriously.
Any complaint, whether made in writing or verbally, is immediately referred to our customer support team and is formally recorded. Our customer support assistants are responsible for ensuring that we thoroughly investigate any complaints.
If your complaint is about another party - for example, one of the insurance companies on our panel - we will forward the details of your complaint on to the third party, and confirm in writing to you that we have done this. We will also provide you with contact details of the third party to whom your complaint has been passed.
We aim to resolve your complaint within three working days of receipt. Following the resolution of a complaint within three working days, a summary of your complaint will be sent to you in writing.
If we are unable to resolve your complaint within three working days, you will receive a formal acknowledgement of your complaint within five working days. This acknowledgement will contain our understanding of the complaint.
As soon as we have completed our investigation, we will write to you to notify you of the outcome and, if applicable, the nature and terms of any settlement and any remedial action we have taken. Any compensation we offer will be fair and the basis of the calculation will be explained.
Our email or letter will also advise you that if you are not satisfied with the outcome you may refer the matter to the Financial Ombudsman Service. The Financial Ombudsman may be contacted by:
If you wish to refer the matter to the Financial Ombudsman, you must do so within six months from the date of our final response.
If for any reason we are unable to complete our investigation within four weeks of receiving your complaint, we will write to you again explaining the reason for the delay and giving you a date by which our customer support team expects to be able to conclude the investigation.
If, for any reason, our investigation is not completed within eight weeks, we will write to you again informing you of the reasons for the further delay and advising that is you are not satisfied with our progress you may refer your complaint to the Financial Ombudsman Service.
This email or letter will also include the name, address and telephone number of the Ombudsman and a leaflet which explains the Ombudsman arrangements. In these circumstances, you should contact the Ombudsman within six months or they may refuse to deal with your complaint.