Providing an excellent level of service to our customers is very important to us.
Therefore, if you are unhappy or have any concerns about the way in which we have handled your claim, please let us know. We will try to resolve the matter to your satisfaction as soon as we can.
If you remain unhappy then you can make a formal complaint.
Our internal complaints procedure is designed to deal with your complaint quickly, fairly and efficiently.
How to complain
Call us on 0800 8611103
Acknowledging your complaint
We will send you an acknowledgement, either in writing or by e-mail, within five working days of receipt.
We will confirm the person who will be handling your complaint. Wherever possible, that person will not have been directly involved in the matter which is the subject of your complaint, and will have authority to settle the complaint.
Investigating your complaint
We will fully investigate your complaint and aim to issue our final response to you within four weeks. If we are unable to send you a final response within four weeks we will contact you giving reasons. We will then strive to issue our final response within the next four weeks.If, after that further four week period, we are still not in a position to issue our final response, we will write to you giving reasons for the further delay and indicating when we expect to be able to provide a final response. If you are unhappy with the delay then you will be able to refer the handling of your complaint to the Claims Management Regulator.
Our final response will explain the reasons why we have upheld or rejected your complaint.
Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Please note that appropriate redress will not always involve financial redress.
If we do not hear from you within 14 days of issuing our final response we will assume that you are satisfied with the outcome.
If you remain unhappy
If you are unhappy with our final response, or if your complaint is not resolved after eight weeks, you may refer the matter to the Regulator:
Claims Management Regulation
Monitoring and Compliance
Unit 57 – 60 High Street
Telephone: 0845 450 6858
Please note the Regulator will only intervene after all the steps in our Complaints Procedure, as detailed above, have been completed. The Regulator can review the handling of the complaint and can give a direction on further handling of the complaint. However, it cannot determine a complaint or award compensation.
Finally, we reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.