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If you wish to contact us to make us aware of a problem, we would ask you to provide us with the follwing:
- Your personal details
- Your policy or claim details
- Details of what has gone wrong
- Details of what you want us to do to put it right.
If you make us aware of a problem that meets the definition of a complaint under the guidelines of our regulator, the Financial Conduct Authority (FCA), this is how we will handle your complaint and this is what will happen next.
We will seek to resolve your complaint quickly.
If we are unable to resolve your complaint quickly, we will:
- Acknowledge your complaint promptly (but within 5 working days)
- Assign a dedicated complaint expert who will review your complaint
- Carry out a thorough and impartial investigation
- Keep you updated of the progress
- Do everything we can to resolve things as quickly as possible
- Provide a written response within 8 weeks of receiving your complaint, this will inform you of the results of our investigation or explain why this isn’t possible
- If you’re not happy with our response and feel we’ve not considered all your issues or you can provide further information, please let us know and we’ll be happy to review.
Should you remain dissatisfied with our final response, you might be able to ask the Financial Ombudsman Service to carry out an independent review of your complaint. If this is the case, you also have the right to ask them to review your complaint if we’ve been unable to resolve it within 8 weeks.
The Financial Ombudsman Service exists to help resolve complaints when we have not been able to resolve your complaint to your satisfaction. The service they provide is free and impartial. Whilst we are bound by their decision you are not, contacting them will not affect your legal rights
You can contact the Financial Ombudsman Service in writing at:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
and you can contact them by telephone at: 0800 023 4567
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