Making a complaint
What to do if you are dissatisfied
We pride ourselves on providing high standards of customer service and care. However, we know that there may be times when we do not achieve these standards, or fall short of the standards you expect of us. If this happens we will try to resolve any outstanding problems quickly and to your satisfaction. This page sets out the procedure we will follow.
If you are a consumer or represent a named consumer
Please email your complaint to firstname.lastname@example.org and your complaint will be passed to a Complaint Officer. He or she will be a senior official with sufficient knowledge and experience and will not have been involved in the matter which is the subject of your complaint. Details of your complaint will be logged onto our register, which enables us to monitor the progress of the investigation. The Complaint Officer will obtain and review a copy of your client file and prepare a summary of the situation. We will ask for reports from relevant staff, representatives or any other person if we feel this will help our enquiries.
We will acknowledge your complaint within 5 working days of receipt. Our acknowledgement will:-
- Outline our understanding of the basis of your complaint;
- Name the Complaint Officer looking after your complaint;
- Confirm that we will contact you again within 4 weeks of the date of receipt of your complaint, to provide our final response or to let you know why we cannot do so;
- If appropriate, detail your right to refer the matter to the Financial Ombudsman Service and, if so Enclose an explanatory leaflet “Your complaint and the Ombudsman”.
We may contact you to ask you some questions if we need to clarify some points. This may take the form of a questionnaire, which we will ask you to deal with as soon as you can, to help us resolve the complaint quickly.
If we have not completed our investigation within 8 weeks, we will write to you giving you a further update and will advise you at that time of any right to refer your complaint to the Financial Ombudsman Service, free of charge. You can contact the Financial Ombudsman Service at Exchange Tower, London, E14 9SR or telephone them on 0800 023 4567. Further information about the Financial Ombudsman Service can also be found on their website at www.financial-ombudsman.org.uk
Assessment of your complaintWhen we have received all the relevant information, your Complaint Officer will assess the complaint and prepare a report for presentation to a Complaints Panel, which will include at least 2 senior officials of the Company. The Panel will review the investigation and come to a decision on your complaint, after which we will write to you setting out our findings. We refer to this as our ‘final response letter’.
Our final response letterThe final response we send you will explain how we have reached our conclusion and set down the terms of any redress or compensation payable, if appropriate. It will also remind you of your referral rights and the fact that any referral to the Ombudsman must be made within 6 months of the date of our final response letter to you. If we are able to finalise our investigation into your complaint within 5 business days the acknowledgement would be included as part of our final response to you.
Please contact your Complaint Officer if you have any questions or would like further information.
If you are not a consumer or do not represent a named consumer
If you are an UnderwriteMe client and wish to make a complaint, please contact your client manager in the first instance, or alternatively email email@example.com.
We will get the complaint to the right person in our organisation. We will aim to respond to your complaint within a reasonable timescale. We may ask for further information to help us to deal with your complaint.