We are committed to providing high quality insurance services to all of our clients. In the event that a problem occurs, we are committed to ensuring that there is an expedited review of the complaint, the result of which will be reported upon promptly.
All complaints must be submitted electronically to the email address specified below: complaints@spotonpetinsurance.co.uk
Upon receipt of any complaint, we will issue a letter of acknowledgement within 5 business days of the initial notification, stating the name of the appointed complaints investigator who will be dealing with the complaint.
The complaints investigator will then provide a written response to you within 20 business days of receipt of the complaint. However, if the complaint is sufficiently complicated to warrant longer investigation or it requires a review of further information and a response cannot be given within 20 business days, we will inform you in writing of the reasons why we have been unable to resolve the complaint and when you can expect to receive a final response from us.
If a final response is not ready within 40 days, we will again notify you as to why this is and when you should expect to receive a final response. You may be able to refer the matter to the Financial Ombudsman Service if you have not received a final response within 40 days.
This Complaints Procedure does not affect any right of legal action you may have against the parties concerned.
If we consider that another Authorised Firm or a Regulated Financial Institution is entirely or partly responsible for the subject matter of a Complaint, we may refer the Complaint, or the relevant part of it, to the other Authorised Firm or Regulated Financial Institution.
In such cases we will:
To the extent the referral of any complaint as envisaged above entails the transfer of personal information; we will do so only in accordance with our registration under the Data Protection Act 1998.
All records will be kept for a period of six years.
If you are still not happy with our internal feedback and we have issued you with a final response letter, you can refer your complaint to the Financial Ombudsman Service, free of charge. You must do so within six months of the date of receiving our final response letter. If you do not refer your complaint in time, the FOS will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances (for example, if the FOS believes that the delay was as a result of exceptional circumstances).
Further details regarding the FOS can be obtained from their website at www.financial-ombudsman.org.uk. Alternatively, the FOS may be contacted in the following ways: POST - The Financial Ombudsman Service, Exchange Tower, London, E14 9SR; PHONE - 0800 023 4567; or EMAIL - complaint.info@financial-ombudsman.org.uk