How to make a complaint
We aim to offer the best possible service to our customers, however, if you feel the service has not been to your satisfactions, you can contact us using the following information.
Call: 0808 161 7008 – phone lines are open between 9am and 5pm Monday to Thursday and 9am to 4.30pm on Friday.
Write: Safe and Insured, Unit 10 Dalton Court, Commercial Road, Darwen, Lancashire, BB3 0DG
How we will handle your complaint
All complaints are handled in line with the Financial Conduct Authority (FCA) guidelines.
We will aim to resolve your complaint within 3 working days of receiving notice of the issue. Should you issue be resolved within this timeframe, we will send you a Summary Resolution Communication.
If we are unable to resolve your complaint within the 3 working days, we will send you a letter of acknowledgement advising that we will investigate the complaint and have 8 weeks to come to a resolution. No later than 8 weeks of notification of the complaint, we will send you a final decision letter based on the outcome of our investigations. This will outline our decision regarding the complaint and any further action, where necessary.
In some cases, we may need longer to carry out investigations and in these cases we will write to you to advise how much longer will be needed.
Following our final decision, should you still be unhappy with the outcome, you have the right to refer your complaint to the Financial Ombudsman service within 6 months of the date of our final decision letter.
You can contact the Financial Ombudsman Service using the following details:
|The Financial Ombudsman Service
London, E14 9SR
|0800 023 4567
0300 123 9123