Let us make it right
Make a complaint
We always try to achieve a high standard of service but realise sometimes we don’t always get this right. We would like to be able to resolve your concerns quickly and effectively so please don’t hesitate to get in touch with us.
To help us understand please provide the following details:
We aim to try and resolve your complaint within three working days and will send you a Summary Resolution letter if your complaint is fully resolved.
If we’re unable to resolve your complaint, we’ll assign your matter to a complaint specialist to investigate. The complaints specialist will keep you updated throughout the process.
Once investigations have been carried out, we will write to you with a final decision and reason within 8 weeks.
If your complaint is in reference to one of our outsourced parties or your broker it’s sometimes necessary to transfer this to them. They’re then able to appropriately manage a more efficient outcome for you and we will always update you if this happens to your complaint.
If we are unable to reach a resolution you can contact the Financial Ombudsman Service (FOS) to review your complaint, but please allow Uinsure to investigate and resolve your matter first.
Contacting the Financial Ombudsman Service:
If you’re still dissatisfied with our response after we have tried to resolve your complaint you can contact the Financial Ombudsman.
This must be done within six months of receiving our final response letter to you or if we have not issued our final response within eight weeks of receiving your first complaint.
You can contact the Financial Ombudsman on the details shown, although they will only consider your complaint after you have tried to resolve it with us.
For further information regarding our policies including a full list of inclusions and exclusions, visit the resources hub to find key policy documents all in one place.