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At Insurelink each of our customers is important to us and we believe you have the right to a fair, swift and courteous service at all times.

 

A complaint can be made verbally via telephone by contacting 01502 537773 and asking for the complaints officer, if you prefer complaints can be made in writing to our Lowestoft head office or via Email. Please ensure that you include your full name, address and policy number on all correspondence.

 

When we are in receipt of your complaint and we will deal with it promptly, effectively and in a positive manner.

 

Complaints Procedure

 

Many concerns can be resolved straight away therefore in the first instance we will always try to resolve your complaint by the close of three business days after the date of receipt. If we are unable to resolve your complaint this quickly we will follow this procedure:-

 

1) We will acknowledge your complaint within 5 working days of receipt of your complaint and provide a brief summary of what we understand your complaint to be about.

 

2) We will investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update.

 

3) We will endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.

 

4) If more than 8 weeks from the date of your complaint has past and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to:

 

Financial Ombudsman Service (FOS)

South Quay Plaza

183 Marsh Wall

London

E14 9SR

 

You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response. "The Financial Ombudsman Service (FOS) is an agency for arbitrating on unresolved complaints between regulated firms and their clients. Full details of the FOS can be found on its website at www.financial-ombudsman.org.uk."