Our primary objective is to ensure Customers remain central to our thinking and that everything we do is fair and reasonable from a Customers perspective; however, mistakes happen. You are strongly advised to read about our approach in dealing with any concerns you may have.
If you are dissatisfied in any way during our deals with us, you should let us know as soon as practicable.
Making us aware will help us resolve your matter specifically and if necessary make more general improvements to our processes.
You can simply call us on 0330 100 2337
Or write to our dedicated team:
The Complaints Manager
My Policy Limited
If we are unable to resolve the issue to your satisfaction within 5 days, we will formally investigate the matter. You will receive an acknowledgement of the matter together with a copy of our complaints process. We will then aim to provide a resolution as quickly as possible, informing you of the position at no later than 8 weeks
If you are dissatisfied at any time, during this process, you can refer your complaint to the Financial Ombudsman Service (FOS) for an independent assessment and opinion. The FOS Consumer Helpline is on 0800 023 4567 (free for people phoning from a "fixed line" (for example, a landline at home) or 0300 123 9123 (free for mobile-phone users paying monthly charge for calls to No’s starting 01 or 02). Alternatively, you can contact them at Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR. http://www.financial-ombudsman.org.uk
More information about our Complaints procedure is incorporated at Page 4 of our General Terms of Business. View by clicking here.