Our aim is to get it right, first time, every time. If we make a mistake we will try to put it right quickly.
An easy to use complaints procedure has been established for the benefit of all our customers.
If you are a policyholder, please contact our office, which usually handles your business, or the Customer Satisfaction Manager whose address will be on your policy documentation and is listed below.
Once we have received your complaint:
Within 5 business days we will:
Confirm that we have received your complaint, and
Give the name of the person who is dealing with your complaint. This individual will have been fully trained to deal with the matter in an objective manner.
Within 4 weeks of receiving your complaint we will:
Let you have our final response with the reasons for it
Explain why we are not in a position to give you a full response and let you know when we expect to be able to provide it.
Within 8 weeks of receiving your complaint we will:
Let you have our final decision with the reasons for it
Explain why we are not in a position to give you a final response and let you know when we expect to be able to provide it, and
Provide you with the contact details for the Financial Ombudsman Service
If you are dissatisfied with our final response, or with the reasons for any delay in responding to you, you can usually refer your case to:
The Financial Ombudsman Service offers a free, independent service for resolving disputes about most financial matters.*
Referral to the Financial Ombudsman Service must usually be made within six months of the date of our final response.
In some circumstances a complaint may not be eligible for referral to the Financial Ombudsman Service. In such cases you will receive guidance from staff at the Ombudsman about your options, or you may wish to seek your own professional or legal advice.