Complaints Procedure
Instinct Insurance & Risk Management Services will do its best to provide you with a high level of service and Customer care every time. However, sometimes things can go wrong and we may fail to meet your expectations. Our internal Complaints procedures allow us to deal with Complaints fairly, effectively and promptly. If you think we have let you down, please tell us why.
What you need to do if you have a Complaint
You should raise your Complaint with us by telephone, email or letter to:
FAO Complaints Officer
Instinct Insurance & Risk Management Services
15 West End,
Llanelli,
Carmarthenshire,
SA15 3DN
How we will handle your Complaint
We will endeavour to resolve your Complaint as quickly as possible. If we are unable to resolve your Complaint by close of business on the third business day after receipt, we will:
- Acknowledge your Complaint promptly and in writing
- Work with us to investigate your Complaint
- Advise you of the person dealing with your Complaint and how you can contact them
- Provide a final response to your Complaint within 8 weeks of receipt
If a resolution cannot be reached
If you are dissatisfied with the Final Response, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge but you must do so within six months.
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.
Contact details are as follows:
The Financial Ombudsman Service,
Exchange Tower,
London,
E14 9SR
Further information is available on the Financial Ombudsman Service website here.
This document was last updated on 09/12/2023.