We will always strive to give you an exceptional online service, there may be a time however when customers feel that they have a valid complaint. If so, we would like to hear about it so we can do everything possible to put things right. Please just contact us and we will deal with it immediately.
If we are unable to do this we will agree the next steps with you. If you wish to make a written complaint, please write to:
Customer Service Manager
Insurance Choice
2nd Floor, St Albans House
Leamington Spa
Warwickshire
CV32 5EZ
Please include details of your name and address, a contact telephone number, your policy or quote reference number and details of your complaint. This will help us to respond as quickly as possible. If we do not have enough information to investigate your complaint we will contact you to ask for further details. In all cases we will send written acknowledgement of your complaint within 5 working days of its receipt.
Within four weeks of receiving your complaint we send you either:
- a final response OR
- a letter explaining why we are not in a position to resolve the matter, and details of when we will contact you again.
Within eight weeks of receiving your complaint we send you either:
- a final response OR
- a letter explaining why we are not in a position to issue a final response, and when we will be in a position to do so. If however, there is an issue we cannot resolve to your satisfaction or you are dissatisfied with the delay, then you can refer the matter to the Financial Services Ombudsman Service (FOS) who will then liaise with us on your behalf and advise you directly of their decision. Referral to the FOS will not prejudice your right to take subsequent legal action. Their address is South Quay Plaza, 183 Marsh Wall, London E14 9SR. Telephone: 0845 080 1800. Website: http://www.financial-ombudsman.org.uk/