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’re not satisfied with our final response, or with our reasons for not getting back to you sooner, you can take your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service offers a free, independent complaint resolution service.
You have the right to refer your complaint to the Financial Ombudsman Service, free of charge - but you must do so within six months of the date of the final response letter.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
Online Dispute Resolution (ODR)
The European Commission has an online dispute resolution service for consumers who have a complaint about a product or service bought online. If you choose to submit your complaint this way it will be forwarded to the Financial Ombudsman Service.
Click here to access the Online Dispute Resolution Service. Please quote our e-mail address: firstname.lastname@example.org
Alternatively, you can contact the Financial Ombudsman Service directly.