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Complaints Handling Procedure

Complaints Data

One Call complaint handling procedure

One Call Insurance are authorised and regulated by the Financial Conduct Authority. We use the guidelines set out by the Financial Conduct Authority to ensure that our customers receive a fair, consistent and prompt resolution wherever possible. For further information on making complaints you can log onto the Financial Conduct Authority. If you are not satisfied with any service that we have provided then you can register a complaint using the following procedure where we will do our best to try to resolve the issue.

Step 1

We ask that you contact the appropriate department during the hours of 9:00am to 5:30pm Monday to Friday:

  • Sales 01302 554012
  • Accounts 01302 554014
  • Customer Services 01302 554015
  • Cancellations 01302 554015
  • Claims 0844 8444448
  • Renewals 01302 554010

All staff in these departments have been trained to provide a high level of service and will try to resolve any matter where possible. 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. You can also register your complaint to the complaints handling manager directly:
The Complaints Handling Manager
One Call Insurance Services
First Point
Balby Carr Bank

We aim to resolve your complaint within 24 hours of when we receive it however if this is not possible then we will acknowledge your complaint within 5 working days. A written final resolution letter will be sent to you once all investigations are complete and within 8 weeks of receipt of your complaint. At which point we will then close our file. If however, you still remain dissatisfied at this stage please go to step 2.

Step 2

You have the right to refer your complaint to an approved dispute resolution facility run by the Financial Ombudsman Service, either on receipt of our final resolution or 8 weeks from the date you informed us of your dissatisfaction.

Financial Ombudsman Service
South Key Plaza
183 Marsh Wall
E14 9SR

Please include your policy number and quote “One Call Insurance Services Limited” as reference. If you would like to make a complaint via the FOS then this must be made within 6 months of our final response. This will not affect your legal rights. Further information is available at

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