Frequently Asked Questions
What steps do I need to take if I wish to complain?
Our aim is to provide all of our clients with an excellent level of service. However, we recognise that there could be an occasion when you do not feel satisfied with the service you have received from us. We take complaints very seriously and with this in mind, we have developed a customer complaints procedure which lets you know how we will deal with your complaint or issue.
Should you need to make a complaint, please contact our Customer Services Manager using any of the following methods:
- in writing: Customer Services Manager, Safely Insured, 28 Station Close, Potters Bar, EN6 1TL
- email: [email protected]
You have six months from the date of our final response to refer your complaints to the Financial Ombudsman Service. This does not affect your right to take legal action, however, the Financial Ombudsman Service will not adjudicate on any case where litigation has commenced.
If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service.
The Financial Ombudsman Service (FOS) offers eligible complainants a free, independent service for resolving disputes. You may contact the FOS by:
- Calling their consumer helpline on:
- 0800 0 234 567 (free for people phoning from a "fixed line"), or
- 0300 123 9 123 (free for mobile users who pay a monthly charge for calls to numbers starting 01 or 02)
- Writing to them: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
- Emailing: [email protected]
Further detailed information about the FOS, including a description of eligible complainants, can be found:
- In our Client Complaint Procedure.
- In the FOS’s leaflet ‘Your Complaint and the Ombudsman’ which we can provide you with, or it is available to download from the Financial Ombudsman Service website.
- On the Financial Ombudsman website: https://www.financial-ombudsman.org.uk
Following the above complaints procedure will not affect your legal rights. Please provide your policy number on all correspondence.
We are also required to inform you that you can use the online European Online Dispute Resolution platform to provide details of your complaint, which we understand will then be forwarded to the Financial Ombudsman Service. However, this may be a slower route for handling your complaint than if you contact the Financial Ombudsman Service directly.
If you have a complaint against your insurer, please refer to the policy booklet for details of your insurer’s complaint procedure.