Complaint procedure
If I have a complaint, what should I do?
Independent Financial Services (GB) act as an introducer intermediary to Super
Cover PLC - for complaints please contact Super COVER PLC in the first instance
- see details below. If you seek any additional support, please write to
Compliance Officer, Independent Financial Services (GB), 63 Meadway, Rochdale,
Lancashire. OL11 3NP.
Supercover Insurance Plc is incorporated in the UK and authorised and regulated
by the Financial Services Authority.
Although we endeavour to meet our customers' expectations at all times, we
understand that from time to time complaints may arise. Our complaints handling
procedures are designed to comply with the rules prescribed by the Financial
Services Authority and our aim is to resolve any complaints that we receive both
fairly and promptly.
What is the Complaint Procedure?
Supercover Insurance Plc is incorporated in the UK and authorised and regulated
by the Financial Services Authority.
Although we endeavour to meet our customers' expectations at all times, we
understand that from time to time complaints may arise. Our complaints handling
procedures are designed to comply with the rules prescribed by the Financial
Services Authority and our aim is to resolve any complaints that we receive both
fairly and promptly.
Who should I contact with my complaint?
In the first instance, your complaint should be addressed to The Customer
Services Manager at the above address.
How will my complaint be dealt with?
Within 1 - 5 days of receipt of your complaint you will receive a letter. This
will either be a response to your complaint or if we are not able to respond at
this time we will inform you of who is handling your complaint, provide a
reference for your complaint, and explain why we are unable to respond at this
time.
If after 4 weeks, we have still unable to resolve your complaint you will
receive a further letter informing you of our progress.
If after a further 4 weeks we are still unable to resolve your complaint you
will receive a letter explaining why we cannot respond to your complaint. We
will indicate when we expect to respond and will provide details of your right
to refer your complaint to The Financial Ombudsman Services.
We will endeavour to deal with all complaints in the instance within which they
occur. Where this is not possible, we will endeavour to deal with the complaint
with 5 working days
Any reference to any of the above will not affect your right to take legal
proceedings.
