How to make a complaint:
If you are dissatisfied with our services you should discuss this in the first point of contact you have with our company. (This is usually during the first phone call with your claims advisor or by email).
If you are unhappy with the explanation given, or if the advisor has not been able to resolve the issue, we will then refer your complaint to a member of the management team. The management team are responsible for the compliance of the company’s complaints procedure.
If you also wish to put your complaint in written form, we ask you to address this to Complaints Team either in written form or to email@example.com with the subject clearly labelled as a complaint.
We will always acknowledge that we have received the complaint in 5 days.
How we address any complaints:
Initially, our customer advisors and/or manager will carefully consider the contents of your complaint and take as much information as possible. We will then thoroughly investigate into the points you have raised. If the company agrees with all or partial responsibility for the issue raised, we will contact you to discuss how we can rectify the situation.
We will also outline what new steps have been put in place to ensure the same problem does not reoccur.
We endeavour to resolve all complaints within 15 working days. Although this may take longer for complaints which require a lengthy investigation period. We are obliged to respond to your complaint within 4 weeks; we will keep you up to date of our investigation throughout this time.
If you are still not satisfied with our final response, or we are unable to resolve the complaint you may refer your complaint to the Legal Ombudsman. They can be contacted via email (firstname.lastname@example.org) or via mail Legal Ombudsman PO BOX 6804, Wolverhampton, WV1 9WJ
Alternatively you can call them on 0300 555 0333 or +4401212453050.