HOW WE HANDLE COMPLAINTS
Policy Assist aims to provide the highest standard of service to every customer, but we recognise that things can occasionally go wrong. If our service does not meet your expectations, we want to hear about it so we can try to put things right.
All complaints we receive are taken seriously and if you have cause to complain we promise we will:
- Acknowledge your complaint promptly
- Investigate quickly and thoroughly
- Keep you updated
- Do everything possible to resolve your complaint
- Use the information from complaints to continuously improve our service.
You can make a complaint by contacting us in any of the following ways:
Telephone contact is often the most effective way to resolve complaints quickly. You can call us on 0203 004 8585 and tell us your concerns and we’ll quickly set about trying to put things right.
You can email us at: [email protected]
Or, if you prefer, you can write to us at the following address:
Customer Relations Department
1st Floor, Connies House
Rhymney River Bridge Road
If you email or write to us, please try to give us as much information as you can about how our service has not met your expectations and remember to include your details so that we can quickly locate your records. It would also be useful if you could also include your preferred contact telephone number in case we need to contact you to find out some more information
We’ll acknowledge receipt of your complaint in writing promptly and provide you with a likely timescale for a full response. We’ll always try to resolve all complaints quickly, but if we can’t do that with your complaint, we will keep you updated on our progress.
In any event, we’ll provide you with our final response to your complaint, in writing, within 8 weeks.
If following our final written response we haven’t been able to resolve your complaint to your satisfaction, you may be eligible to refer your case to the Financial Ombudsman Service (FOS), whose contact details are listed below. The FOS is an independent body that arbitrates complaints in the Financial Services industry.
The FOS can only consider your complaint if we have given you our final response and you have six months from the date of our final response to refer your complaint to them. Referring your complaint to the Financial Ombudsman Service does not affect your right to take legal action.
Financial Ombudsman Service
Harbour Exchange Square
v.0118.01 (January 2018)