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Complaints

Last updated/reviewed: 01/2024

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We pride ourselves on always offering a high level of customer service. However, we appreciate that sometimes, things can go wrong, which may leave you wanting to complain. If this occurs we are committed to resolving matters promptly and fairly.

 

Should you wish to complain please contact us using the methods outlined below:

  • In writing to Ethan Lowery, Managing Director - First Floor Waterside House, Wearfield, Sunderland Enterprise Park, Sunderland, England, SR5 2TZ

  • By telephone on 0330 054 0477

  • By email at enquiries@policylink.co.uk

 

Should you not be satisfied with our final response, you may be entitled to refer the matter to the Financial Ombudsman Service (except in the case of a business employing 10 persons or more and with a turnover or annual balance sheet total exceeding €2 million, a charity with an annual income of £1m or more or trustees of a trust with a net asset value of £1m or more).

 

 

 

Complaints Procedure

 

As soon as a complaint is received:

All complaints, whether written or verbal, will be acknowledged by the Complaints Handler via email

within five business days of receipt. This acknowledgement letter will also detail our Complaints procedure.

 

Where we can resolve your complaint within three business days of receipt, in that case, our acknowledgement email will also provide a summary resolution of the complaint.

 

Where your complaint can be resolved within five business days from receipt, our acknowledgement letter or email will also outline the result of our investigation.

 

If our investigation is not resolved within five business days, our acknowledgement email will confirm that we will:

 

  1. Investigate the complaint and aim to respond within four weeks of receiving the complaint

  2. Explain that, if we cannot complete the investigation within four weeks of receiving the complaint, we will contact you again giving the reason for the delay

  3. Explain that we will inform the complainant of the outcome and available options upon completing our investigation.

 

Where the complaint concerns another party, such as a provider with whom we have placed business. In that case, we will refer the details of the complaint to the third party and confirm this course of action to the complainant.

 

 

After we have investigated the complaint:

Immediately on completion of our investigation our Complaints handler will write to the complainant notifying them of the outcome of our investigation.

We will set out the nature and terms of any settlement (if applicable).  Any compensation we offer will be fair and the basis of the calculation will be explained.

 

Our letter will also advise that if the complainant is not satisfied with the outcome they may refer the matter to the Financial Ombudsman Service and will point out that such a referral should be made within the next six months or they may lose that right. 

 

Our letter will include the name, website address and telephone number of the Ombudsman and a leaflet which explains the Ombudsman arrangements.

 

 

If we cannot resolve the complaint within four weeks:

If, for any reason, our investigation is not concluded within four weeks, our Complaints handler will write to the complainant again informing them that our investigation is continuing, giving the reasons for the delay and a date by which our Complaints handler expects to be able to contact the complainant again.

 

If we cannot resolve the complaint within eight weeks:

While we would always aim to complete an investigation within eight weeks, if, for any reason, our investigation is not concluded within this period, our Complaints handler will write to the complainant again.  We will inform them of the reasons for the further delay and advise that if they are not satisfied with our progress they may refer the complaint to the Financial Ombudsman Service. See www.financial-ombudsman.org.uk for further details.
 

This letter will also point out that such a referral should be made within the next six months or the complainant may lose that right.  Our letter will include the name, address, telephone number and website address of the Ombudsman and a leaflet which explains the Ombudsman arrangements.

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