What to do if you are not 100% satisfied?
No complaint is too small to us
We always aim to provide you with great service, but if you feel we’ve fallen short of this, or the insurance company has fallen short of your expectations, then we have a process in place to help resolve any issues.
This is very important to us, please do not feel afraid to speak up, some of the best changes come from a complaint or suggestion from a client. Our complaints process aims to address your concerns.
Step 1 – Let’s sort it out. Discuss your complaint with the person you’ve been dealing with and try to resolve it.
Call us on 07 5784414
Or come and see us.
Step 2 – Review
If your complaint is not resolved by Step 1, you can call, email or arrange to see our complaints manager Alana Collinson or complete a Feedback Form, which details your concerns. Alana will look into your complaint and give you a written response.
Step 3 – For complaints about a Life, Medical or Disability product or adviser. We are a Participant in the Insurance & Financial Services Ombudsman Scheme (“IFSO Scheme”).
You can refer your complaint to the IFSO Scheme if it has not been resolved after going through our complaints process. This is a free, independent dispute resolution service which will consider your complaint and, either reach an agreed outcome or make a decision.
The Insurance & Financial Services Ombudsman
PO Box 10-845
Freephone: 0800 888 202
For complaints about a Fire and General product (house, contents, liability) or adviser. We are a Participant of the Financial Services Complaints Ltd Scheme ("FSCL Scheme")
You can refer your complaint to the FSCL Scheme if it has not been resolved after going through our complaints process. This is a free, independent dispute resolution service which will consider your complaint and, either reach an agreed outcome or make a decision.
Financial Services Complaints LTD
P O Box 5967
Freephone: 0800 347 257