Some issues, such as injury or damage to property, will be handled by our insurance team outside of our complaints process. However, most complaints follows these two stages:
Stage One
Contact us with your complaint within three months of the event taking place if you are in England or six months in you are in Scotland.
Once you’ve made a complaint you’ll always know who is looking into your issue.
We’ll investigate your complaint and try to resolve it within five working days if we can.
If it looks like we’re not going to resolve it within five days we’ll let you know why and do everything we can to resolve it as quickly as possible.
Sometimes it’s appropriate for us to issue a first and final response to a complaint at this stage. This will not prevent you from escalating your complaint to the next stage although the response you receive might be the same if no new information is brought to our attention.
If you’re not happy with our response at stage one, you have eight weeks to ask us to review your complaint at stage two.
Stage two
This is the final stage of our complaints procedure.
If you’ve asked for your complaint to be escalated to stage two then it will be passed to a senior member of our team.
They’ll review the actions taken at stage 1 and re-investigate any additional information.
We’ll aim to resolve your complaint within 20 working days.
If it looks like we won’t be able to do this within 20 working days, we’ll contact you to explain why and do everything we can to resolve it as soon as possible.
We are here to help but we may refuse to deal with a complaint or deal with it differently if you act unreasonably or if the circumstances mean it is not possible to deal with it within our normal complaints procedure. If this happens we’ll discuss this with you in more detail.
