Complaint Procedure

If at any time you have a query or complaint regarding the way the policy was sold, you should refer to the insurance provider or agent that sold the policy to you. Details can often be found within your policy booklet or other documentation received when you first purchased the policy.

If your complaint is about the way in which we have handled your claim

We hope that you will be pleased with the service we provide. In the unlikely event that you are dissatisfied and wish to make a complaint, you should contact us by any of the following methods:

Customer Services
Call Assist Limited
Axis Court
North Station Road
Colchester
Essex
CO1 1UX

Telephone: 01206 771788
Email: customerservices@call-assist.co.uk
Website – Contact Us

We aim to review complaints within three (3) working days from when we receive your complaint. If it is not possible to resolve your complaint within this timeframe (for example, because a detailed examination is required) we will acknowledge your complaint in writing, attaching our full complaints procedure which outlines the timescales involved in settling your complaint. This is usually within (4) four weeks but occasionally more time is needed in which case, we will write to you again with an update, giving you an expected timeframe.

Where the product purchased is an insurance product (regulated by the Financial Conduct Authority) and we have not been able to resolve your complaint to your satisfaction within (8) eight weeks, you may also have the right to ask the Financial Ombudsman Service to review your case. The right to apply to the Financial Ombudsman Service must be exercised within six months of the date of our final decision. For more information, you can visit the Financial Ombudsman Service website at www.financial-ombudsman.org.uk, or you can write to:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123