Simple Complaints Procedure
Our aim is always to provide our customers with a first class service, however we are aware that, occaionally, it is possible that we may fail to meet your expectations.
If you need to make a complaint, in the first instance, you should contact us either in writing to:
Complaints Manager, Simple Insurance Solutions, St Mary's Stadium, Britannia Road, Southampton SO14 5FP or, by telephone on 023 8038 6611 or by fax on 023 8038 6610 or by email sis@simpleinsurancesolutions.co.uk
Where a complaint arises we will, wherever possible, endeavour to resolve the matter by close of business the next day. If this it is not possible, to enable us to remedy the situation in a speedy and effecient manner, we have a documented, formal complaints procedure, details of which are shown below.
1. We will acknowledge your complaint promptly, to reassure you that we will be dealing with the issue as a matter of urgency, giving you the details of who will be handling the matter in our office, and details of the service of the Financial Ombudsman Service, where this applies.
2. In the event that your complaint relates to activities or services provided by another party, we will advise you of this in writing giving reasons for our decision, and ensure that your complaint is promptly forwarded to the appropiate party, in writing.
3. We aim to make a final response to you as soon as practicable, and to keep you reasonably informed as to the progress of the investigation into your complaint. We anticipate that we will be able to provide a substantive response to most complaints within eight weeks.
4. By the end of eight weeks from receipt of your complaint, we will issue you with our final response, or issue a response that gives the reasons for the delay and indicates when we will be able to provide a final response. If you are dissatisfied with our response, or the delay at this time, you will have a period of six months in which you can refere the matter to the Financial Ombudsman Service, whose details are shown below.
When we provide our final response letter, we will endeavour to ensure that we have taken into consideration any financial losses, or material inconvenience you may have suffered. If we do not feel that your complaint is justified, we will advise you of the reasons for our decision and we will also advise how you may pursue the complaint if you remain dissatisfied. At that time, if we do not hear from you within eight weeks, the complaint will be treated as closed.
The Financial Ombudsman Service provides consumers with a free, independent service for resolving disputes with financial forms and we will cooperate fully with them in respect of any complaints referred to them.
The FOS Consumer Helpline is on 0845 080 1800 and their address is Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR