Everything you need to know about complaints

Complaints handling procedure

These service standards do not apply where we have been able to resolve your complaint by close of business on the business day following its receipt.

Our commitment to you

We undertake to treat all complainants equally and fairly regardless of whether or not they are entitled to refer to the Financial Ombudsmen Service (FOS).

If we are able to complete our investigation of your complaint and provide a final response within five business days of receipt of your complaint we will include our findings in our acknowledgement letter.

What if I’m unhappy and want to complain?

Firstly, please get in touch as soon as possible, we want to hear from you and you can contact us by any method below

Tel: 01206 688097

Email: [email protected]

Post: Next Generation Ins Group Ltd, 12 Pappus House, Tollgate Business Park, Tollgate West, Colchester, CO3 8AQ.

What steps will you take to address my complaint and how do you intend on putting it right?

Depending on how you’ve notified us of your complaint we will contact you to acknowledge receipt of your complaint within five days (we’ll try our best to achieve immediate acknowledgement) and will look into your complaint thereafter, keep you updated and share with you our findings and outcome.

How long does the complaint process take?

We will start investigating your complaint the moment we receive it and will aim to resolve it as soon as possible thereafter, however, if we’re going to need a little longer we’ll ensure you are kept updated. We will respond to your complaint with our findings and outcome within eight weeks, at the very latest. If, when you’ve received our response and you’re not happy with the outcome you can refer it to the FOS. We’ll remind you of this at the time of writing.

If I follow your complaints procedure, does this mean that I can't refer to the FOS?

Absolutely not. If you make a complaint it doesn't affect your right to refer your complaint to the FOS providing we’ve first had a chance to investigate it.

What if I don’t agree with your decision or resolution?

If you don’t agree please get in touch, we will ensure that your case handler explains the reasons as to how we reached our decision and if you’re still unhappy you can request that the FOS review your complaint.

How do I get in contact with the FOS?

Post: The Financial Ombudsman Service Exchange Tower, London, E14 9SR

Phone: 08000 234 567 or 0300 123 9123

Email: [email protected]

Website: www.financial-ombudsman.org.uk