It is always our intention to provide you with the highest quality service. However, we know that things can go wrong occasionally and that when they do you need to know what to do to complain and what we will do to investigate things and put them right.
Set out below are the procedures that we have put in place to ensure that complaints are handled fairly, effectively and promptly, and resolved at the earliest possible opportunity. Our objective is to resolve complaints internally, whenever possible, in order to minimise the number of cases where our clients need to refer the issue to a higher dispute resolution authority. We recognise that clients expect to have complaints dealt with speedily and effectively and to be resolved.
How to Complain
If you should have any complaint about a general insurance related matter or about our service generally, we would ask you to make your complaint to your usual contact at the following address:
Pinner Risk Solutions, Ground Floor, College House, 17 King Edwards Road, Ruislip HA4 7AE
You may make your complaint at any time and by any reasonable means (for example by letter, telephone, fax, e-mail or in person) although we would prefer you to contact us in writing, detailing the precise nature of your complaint, so that there can be no misunderstanding.
How we will investigate your complaint
Initially your complaint will be recorded by a member of staff who will then pass it to a member of staff of sufficient competence who was not directly involved in the matter which is the subject of your complaint. The person handling the investigation will have authority to settle complaints (including the offering of redress where appropriate) or have ready access to the member of staff who has that authority.
How we will respond to your complaint
- We will endeavour to resolve your complaint with you promptly. If we are unable to do this straight away we will, as soon as possible after receiving your complaint, send you a written acknowledgement giving you the name and job title of the person who will be carrying out the investigation and indicating when you can expect to receive a response.
- During the course of our investigation we will keep you informed of our progress and give you an estimate of the time we think it will take to complete.
- As soon as we have resolved your complaint (normally within 8 weeks) we will send you a written response informing you of the outcome of our investigation. This letter will detail the nature and terms of any offer of compensation which we may consider appropriate or, what other action we intend to take or, alternatively, our reasons for rejecting the complaint. At that time we will also inform you that if you are dissatisfied with our final response you may refer your complaint to the Financial Ombudsman Service if you are eligible and how to do this.
- Should we receive a complaint which does not relate to any general insurance product or service that we provide, or should more appropriately be referred to another organisation, we will advise you in writing as soon as possible after receipt of the complaint of any referral we have made or where you should direct your complaint.