Complaints

Your satisfaction with our services is at the heart of what we do. If we fall short of our high standards, we want to hear about it and resolve things.

We will always strive to provide you with the highest possible level of customer service. However, we recognise that things can go wrong occasionally. If this happens, we are committed to resolving matters promptly and fairly.

How Do I Raise A Complaint?

You can raise your complaint by telephone, email, letter, or in-person to:

Complaints Department

Staveley Head,

First Floor, Dee House,

Parkway, Zone 2,

Deeside Industrial Estate, Deeside

CH5 2NS

Tel: 0800 0815 024

E-mail: complaints@staveleyhead.co.uk

How We Will Handle Your Complaint.

We will:

Try to resolve your complaint as quickly as possible.
We will contact you within 5 working days of receiving your complaint, either with a full response to your complaint or to acknowledge receipt of your complaint.
Advise you of the person dealing with your complaint and how you can contact them.
If we have only been able to acknowledge your complaint within the first 5 working days, you will receive a final response within 8 weeks of receipt detailing our investigation, decision, and the next steps if you are still unhappy.

Who Regulates Insurance Companies?

Insurance companies are regulated by the Financial Conduct Authority (FCA).

Their responsibility lies in ensuring that insurance providers maintain a fair and transparent relationship with their clients. Additionally, the FCA establishes guidelines and norms pertaining to the sale, promotion, and management of insurance products.

Our complaints handling procedures follow the guidelines of the Financial Conduct Authority (FCA) as set out in their handbook.

What Steps Can I Take To Escalate A Complaint?

Should you not be satisfied with our final response, or you have not been provided with a response within 8 weeks of submitting your complaint you may be entitled to refer the matter to the Financial Ombudsman Service (FOS).

You have 6 months from the date of your final response letter to contact them.

Referring a case to the FOS does not affect your legal rights. The contact details are given below:

Financial Ombudsman Service

Exchange Tower,

London

E14 9SR

Tel: 0300 123 9123

Email: complaint.info@financial-ombudsman.org.uk

Website: http://www.financial-ombudsman.org.uk/

It’s worth noting that the FOS will only review your complaint once it has been formally logged and processed with us.