One Call Complaints Handling Procedure

One Call Insurance are regulated by the Financial Services Authority. We use the guidelines set out by the FSA to ensure that our customers receive a fair, consistent and prompt resolution wherever possible.

If you are not satisfied in any service that we have provided then you can register a complaint using the following procedure.

To ensure that your claim is eligible, may we suggest that you refer to our Terms of Business Agreement which would have been sent to you with your policy.

STEP 1

In order to try to gain prompt satisfaction, please contact the appropriate department:
                          

All staff in these departments have been trained to provide a high level of service and will try to resolve any matter where possible.

STEP 2                  

If the advisor is unable to reach a satisfactory resolution for you they will refer you to the appropriate Line Manager who will also try to resolve your complaint

STEP 3  

If you still remain dissatisfied following your conversation with the Line Manager, you can register your complaint by using our online complaint system which is passed to our Complaints Handling Manager.                

Alternatively you can put your complaint in writing to the Complaints Handling Manager:
                               
                                Private and Confidential
                                Complaints Handling Manager
                                One Call Insurance Services Ltd
                                88/90 St Sepulchre Gate
                                Doncaster
                                DN1 1SD

STEP 4                  

You will receive a written response from the Complaints handling Manager within 5 working days acknowledging the receipt of your complaint and enclosing our Internal Complaint Handling Procedure.

STEP 5                 

A written final resolution letter will be sent to you once all investigations are complete and within 8 weeks of receipt of your complaint.

STEP 6a               

If you are satisfied with our final response, we will require oral or written confirmation from you in order for us to close our file.

STEP 6b               

If we do not receive a response from you within 8 Weeks of our final response then we will close our file automatically.

STEP 6c               

If at this stage however, you still remain dissatisfied, then you have the right to refer your complaint to an approved dispute resolution facility run by the Financial Ombudsman Service, however your complaint is not a valid complaint unless all of the above steps have been followed*:

                                Financial Ombudsman Service
                                South Key Plaza
                                183 March Wall
                                London
                                E14 9SR               

For further information on making complaints you can log onto the FSA Website on www.fsa.gov.uk

*Please note that this must be referred within 6 months of our final response