Complaint Guide
At First for Insurance we are passionate about providing excellent customer service. However we understand than on occasions things may go wrong. Should there ever be a time we have failed to meet your expectations we are keen to hear from you. We promise to do everything we can to put things right and ensure your complaint is dealt with quickly and fairly. Your feedback is valuable and helps us improve processes and services.
How to make a complaint
To make it easy for you, you can make a complaint in any way you wish. A fully trained complaints handler will be here to help, no matter which method of contact you wish to use.
Address:
Complaints Manager
St James House
27-43 Eastern Road
Romford
Essex
RM1 3NH
If your complaint is about your insurer or any other business linked to First for Insurance, we will advise you how to contact them and assist where necessary.
How will we deal with your complaint?
We hope to respond in full within three working days of receiving your complaint. If this isn’t possible and the complaint is more complex we will send you an acknowledgement letter within five working days. This will tell you who is dealing with your complaint and when we will next be in contact. In the unlikely event your complaint hasn’t been resolved within four weeks we will write to you and let you know the reason why and the further action we intend to take. Within eight weeks we will either issue you with a final response letter, detailing the outcome of our investigation and our decision, or a letter confirming when we anticipate to have concluded our investigation. You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of our Final Response. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
You can contact them at:
Address:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Email:
complaint.info@financial-ombudsman.org.uk
Telephone Lines Open:
Monday to Friday – 8am to 8pm
Saturday – 9am to 1pm
Consumer Helpline:
0800 023 4 567
Calls to this number are normally free for people ringing from a “fixed line” phone – but charges may apply if you call from a mobile phone.
Alternatively Call:
0300 123 9 123
Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs.
From abroad please call on:
Your right as a customer to take legal action remains unaffected by the existence or use of our complaints procedure. However, the Financial Ombudsman will not review any cases where litigation has commenced.
