Complaints Procedure
Our aim is to provide an excellent service that satisfies customers at all times. However, we understand that from time to time, we may not live up to our own high standards. Whenever this happens it is important that we are told about it so that we can put it right immediately and learn from our mistakes.
Every complaint is diligently recorded, swiftly dealt with, and the outcome noted. Set out below is our complaints procedure which is applicable to all policies issued by Congregational & General.
If you have any cause for complaint you should, in the first instance, contact either the intermediary who arranged the Policy for you, or Congregational & General. Please be ready to quote details of your Policy such as your surname and initials, postcode, policy number, and departmental reference.
- We will acknowledge your complaint and attempt to resolve the matter within 24 hours.
- If we fail to resolve your complaint within 24 hours of our becoming aware of it, we will provide a further copy of our Complaints Procedure, together with an explanation of how we will investigate your complaint within the next five working days.
- All complaints made in writing will be investigated at a senior level within Congregational & General Insurance plc.
- We shall endeavour to provide a formal written response within 20 working days of first having become aware of your complaint.
- If we are still unable to resolve your complaint within this time, we shall write to you explaining fully why we are unable to do so. We will also tell you when we expect to be able to deal with it.
- If we are unable to resolve your complaint within 40 working days of our having become aware of it we will inform you in writing that you have the right to refer the complaint to the Financial Ombudsman Service. Any referral to the Financial Ombudsman Service must be made by you within six months. We will send you an explanatory leaflet about the Financial Ombudsman Service.
Congregational & General Insurance plc is subject to the rules of the Financial Ombudsman Service. However, please note that some policyholders will not be able to refer their complaint to the Financial Ombudsman Service. For example businesses or charities with an annual turnover or income of more than £1,000,000 at the time of the complaint.
USEFUL ADDRESSES
The Financial Ombudsman Service,
South Quay Plaza,
183 Marsh Wall,
London E14 9SR
Tel: 0845 080 1800
Fax: 020 7964 1001
Email: enquiries@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
The Association of British Insurers
Consumer Information Department
51 Gresham Street
London EC2V 7HQ
www.abi.org.uk
The existence of the above complaints bodies does not affect your legal rights against us.
