If you have a complaint

Our aim is to provide a high standard of service to all of our customers. If you are unhappy with any aspect of our service, we want to know so that we can investigate your concerns and put things right where appropriate.

We will deal with your complaint fairly, promptly and in line with the Financial Conduct Authority’s complaints handling rules.

How to make a complaint

You can contact us by telephone, email or in writing. We will ensure your complaint is passed to the appropriate person to investigate.

Our complaints contact details are:

Telephone: 07949 475126

Email: complaints@covridge.com

Post: Complaints Manager, Covridge Insurance, 13 Dennard Way, Farnborough, Orpington, Kent, BR6 7HS

Information to include

To help us investigate your complaint as quickly as possible, please provide:

• Your full name and contact details

• Your policy or reference number (if applicable)

• Details of your complaint

• Copies of any relevant documents or correspondence

• What you would like us to do to resolve the matter

• Any other information you think may assist our investigation

What happens next?

Once we receive your complaint, we will:

• Acknowledge your complaint promptly.

• Tell you who is handling your complaint.

• Investigate the circumstances thoroughly and fairly.

• Keep you updated on the progress of our investigation where appropriate.

• Provide you with our final response as soon as possible.

We aim to resolve complaints as quickly as we can. If we are unable to resolve your complaint sooner, we will send you our final response within eight weeks of receiving it, in accordance with FCA requirements.

Complaints resolved within three business days

If we are able to resolve your complaint to your satisfaction within three business days of receiving it, we may send you a Summary Resolution Communication instead of a formal final response.

This will confirm:

• That we believe your complaint has been resolved.

• That if you remain dissatisfied, you may be able to refer your complaint to the Financial Ombudsman Service.

• How to contact the Financial Ombudsman Service.

If you are not satisfied

If you remain unhappy after receiving our final response, or if eight weeks have passed and we have not provided a final response, you may be entitled to refer your complaint to the Financial Ombudsman Service, provided you are an eligible complainant.

The Financial Ombudsman Service is an independent organisation that helps resolve disputes between financial businesses and their customers.

You should normally refer your complaint to the Financial Ombudsman Service within six months of the date of our final response.

Financial Ombudsman Service

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123

Website: www.financial-ombudsman.org.uk

Email: complaint.info@financial-ombudsman.org.uk

Our commitment

We take every complaint seriously and use the feedback we receive to improve our products and services. Our aim is always to resolve complaints fairly, consistently and as quickly as possible.

For further details of our complaints procedure please refer to our Terms of Business, which can be found here.

COMPLAINTS