Complaints Procedure
Last updated: January 2025
Our Commitment
We are committed to providing excellent service to all our customers. If you are not satisfied with any aspect of our service, we want to hear from you so we can put things right. We take all complaints seriously and will investigate them thoroughly and fairly.
1. How to Make a Complaint
You can make a complaint to us in any of the following ways:
By Post
Write to us at:
Complaints Department
Thatched Roof Insurance
123 Insurance House, Cotswold Way
Gloucestershire GL1 2AB
2. What Information to Include
To help us investigate your complaint quickly and effectively, please provide:
- Your name and contact details
- Your policy number (if applicable)
- A clear description of what went wrong
- What you would like us to do to resolve the issue
- Any relevant documents or correspondence
- The date(s) when the issue occurred
3. Our Complaints Process
Step 1: Acknowledgment
We will acknowledge your complaint within 5 working days of receiving it. We will provide you with a unique reference number and the name of the person handling your complaint.
Step 2: Investigation
We will investigate your complaint thoroughly. This may involve reviewing your file, speaking with staff members involved, and gathering any additional information needed. We aim to complete our investigation within 4 weeks.
Step 3: Response
We will send you a written response explaining our findings and what we propose to do to resolve your complaint. If we need more time to investigate, we will keep you informed of our progress.
Step 4: Resolution
If we find that we have made a mistake or provided poor service, we will apologise and take appropriate action to put things right. This may include correcting any errors, providing compensation where appropriate, or improving our processes.
4. Timescales
We aim to resolve all complaints as quickly as possible:
- Simple complaints: Resolved within 5 working days
- Standard complaints: Resolved within 4 weeks
- Complex complaints: May take up to 8 weeks
If we cannot resolve your complaint within 8 weeks, we will write to you explaining why and provide an update on our progress.
5. If You're Not Satisfied
If you are not satisfied with our final response, or if we have not resolved your complaint within 8 weeks, you have the right to refer your complaint to the Financial Ombudsman Service (FOS).
Financial Ombudsman Service
The Financial Ombudsman Service is a free, independent service that can help resolve disputes between consumers and financial services firms.
Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567 (free from UK landlines and mobiles)
Email: complaint.info@financial-ombudsman.org.uk
Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
You must refer your complaint to the Financial Ombudsman Service within 6 months of receiving our final response.
6. Regulatory Information
Thatched Roof Insurance is authorised and regulated by the Financial Conduct Authority (FCA). Our FCA registration number and regulatory status can be provided upon request.
The Financial Ombudsman Service is available to most consumers. However, if you are unsure whether you are eligible, please contact them directly or visit their website for more information.
7. Contact Us
If you have any questions about our complaints procedure, please contact us:
Thatched Roof Insurance
123 Insurance House, Cotswold Way
Gloucestershire GL1 2AB
Email: complaints@thatchedroofinsurance.co.uk
Phone: 01234 567 890