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Complaints Policy
Date: October 27, 2023
At Insurance Hero, located at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, UK, we are committed to providing a high standard of service to all our clients.
We acknowledge that we may not always be able to meet everyone’s expectations, and when this happens, we want to hear about it.
This helps us to improve our standards. This policy outlines the procedure we follow when we receive a complaint.
Our Commitment
We are committed to resolving complaints fairly, consistently, and promptly. We will ensure that:
- All complaints are treated seriously.
- All complaints are dealt with promptly.
- All complaints are treated in confidence.
- All complaints are investigated thoroughly and fairly.
- Appropriate action is taken to resolve the complaint and prevent recurrence.
How to Make a Complaint
If you have a complaint, please get in touch with us with the details.
You can contact us:
- By email: complaints@insurancehero.org.uk
- By phone: 0203 129 88 66
- By post: Insurance Hero, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, UK
We ask that you provide as much information as possible to help us understand and resolve your complaint quickly.
What Happens Next?
Once we receive your complaint, we will:
- Acknowledge receipt of your complaint within five working days.
- Investigate your complaint thoroughly and fairly.
- Endeavor to resolve your complaint within four weeks. If this is not possible, we will explain why and give a new deadline.
- Provide a final response within eight weeks, including details of our findings, actions taken, and proposals to resolve your complaint.
Escalating Your Complaint
If you are not satisfied with our response, or if your complaint is not resolved within eight weeks, you may refer the complaint to the Financial Ombudsman.
Our final response to your complaint will provide details of their service and how to contact them.
Confidentiality
All complaints received will be treated in confidence and under our Privacy Policy.
Related Policies
Our commitment to resolving complaints is supported by various internal policies and procedures, including:
- Terms and Conditions
- GDPR Compliance Statement
- Cookie Policy
- Non-Discrimination Statement
- Modern Slavery Statement
- LGBTQ+ Policy
- Accessibility Policy
We regularly review and update our policies to reflect our commitment to resolving complaints and improving our service.
Contact Information
If you have any questions or concerns regarding our Complaints Policy, please get in touch with us at complaints@insurancehero.org.uk or by mail at:
Insurance Hero
71-75 Shelton Street
Covent Garden, London
WC2H 9JQ
UK
This Complaints Policy is designed to be comprehensive and to clearly express Insurance Hero’s commitment to resolving complaints fairly, consistently, and promptly.
It includes information on the company’s commitment, how to make a complaint, what happens next, escalating your complaint, confidentiality, related policies, and contact information.
The statement also includes relevant external and internal policy links to provide additional resources and information.
