Our Complaints handling procedure
At The Insurance Factory we are dedicated to delivering a first class level of service to all customers. We welcome any comments on the services we provide – in the form of both compliments and complaints. We accept that things can occasionally go wrong and would encourage you to tell us about any concerns you have so that we can take steps to make sure the service you receive meets your expectations in the future.
If a dispute regarding your policy or claim does arise, the first step is to talk to a member of the Customer Service Team. This can be done either by telephoning us or dropping us a line by email or by letter if you prefer.
Telephone: 0121 296 3075
Address: Hayden House, Waterfall Lane, Cradley Heath, West Midlands, B64 6PU
Where we are unable to resolve your complaint by the end of the third business day after receipt, you can expect the following from us:
- Acknowledgement of your complaint in writing within 5 business days after receipt. This will state who is handling the complaint.
- We will aim to resolve your complaint within 4 weeks of receipt, unless the matter is very complicated, such as where other organisations need to be contacted. Where this is the case, we will still let you know what action is being taken and tell you when we expect to provide you with a final response.
- Our goal is to ensure that you receive a final response letter within 8 weeks of receipt of your complaint. If we are still unable to provide you with a final response at this stage, we will write to you explaining why, and advise when you can expect a final response.
What is a final response?
This letter should clarify the final position in relation to your complaint and any actions agreed going forward.
The Financial Ombudsman Service
What you should know
You may initially go direct to The Financial Ombudsman Service with your complaint, but the Ombudsman will only review your complaint at this stage with our consent. However, we are still required to follow the procedure as stated above in the Response Time section.
If more than 8 weeks from the date of your complaint has passed and you have not received a final response, you may refer your complaint to the Financial Ombudsman Service.
If you have received a final response but are dissatisfied, you have the right of referral to the Financial Ombudsman Service within 6 months of the date of the final response letter. You may refer to the Financial Ombudsman Service beyond this time limit if we have provided our consent in the final response letter.
The Financial Ombudsman Service will let you know that they have received your complaint and what the next steps will be.
The Financial Ombudsman Service,
Telephone: 0300 123 9 123
The Financial Ombudsman Service will consider your complaint impartially and we are bound by their decision.
If you are dissatisfied with the way your complaint has been handled, you can use the Online Dispute Resolution Platform (ODR) to submit your complaint for an independent assessment – Click here (http://ec.europa.eu/consumers/odr )
(The http://ec.europa.eu/consumers/odr link is hidden under ‘click here’)
Please CLICK HERE to view The Insurance Factory's complaints data for the period of 1st July 2019 to 31st December 2019.
Please CLICK HERE to view Ultimate Insurance Service's (UIS) complaints data for the period of 1st July 2019 to 31st December 2019. Please note, UIS business has now been transferred to Insurance Factory.