Please include details of your name and address, a contact number, your claim number or quote number and details of why you are unhappy with our service. This will help us to respond to you as quickly as possible. If we do not have enough information to investigate your complaint we will contact you to ask you for further details. In all cases we will send you a written acknowledgment of your complaint within five business days of its receipt. In our acknowledgement we will advice you of the name and job title of the person who will be dealing with your complaint.
Within four weeks of receiving your complaint we will send you either:
1) A final response; Or
2) A letter explaining why we are not yet in a position to resolve your complaint and advising you of when we will be contacting you again.
3) However we will try our best to finalise your complaint within 8 weeks period.
If you are not satisfied with our responses, or if a complaint is not resolved after eight weeks, you may refer the complaint to:
Monitoring and Compliance Unit
57-60 High Street
Burton on Trent
Staffordshire
DE14 1JS
