Complaints Procedure

Our Commitment to You

At SpeedySure, we are committed to providing excellent customer service. However, we understand that sometimes things may not go as planned. If you are unhappy with our service, we want to hear from you and resolve your concerns as quickly as possible.

This page explains how to make a complaint and what you can expect from us during the complaints process.

How to Make a Complaint

Step 1: Contact Us

Please contact us as soon as possible with details of your complaint. You can reach us through any of the following methods:

Step 2: Provide Information

To help us resolve your complaint quickly, please provide:

• Your name and contact details
• Your policy number (if applicable)
• A clear description of your complaint
• What you would like us to do to resolve the issue
• Any relevant documents or evidence
• Dates and times of relevant events

What Happens Next?

Acknowledgment

We will acknowledge your complaint within 5 business days of receiving it. Our acknowledgment will include:

• A unique complaint reference number
• The name of the person handling your complaint
• An expected timeframe for resolution

Investigation

We will thoroughly investigate your complaint by:

• Reviewing all relevant documentation and records
• Speaking with staff members involved
• Contacting you if we need additional information
• Considering your desired outcome

Resolution

We aim to resolve most complaints within 15 business days. However, more complex cases may take longer. If we need more time, we will:

• Explain why the investigation is taking longer
• Provide a revised timeframe
• Keep you updated on progress

Final Response

When our investigation is complete, we will send you a final response letter explaining:

• Our findings and decision
• The reasons for our decision
• Any remedial action we will take
• Your right to refer the matter to the Financial Ombudsman Service if you remain dissatisfied

If You're Still Not Satisfied

Financial Ombudsman Service

If you are not happy with our final response, or if we have not resolved your complaint within 8 weeks, you can refer your complaint to the Financial Ombudsman Service (FOS).

The FOS is an independent service that resolves disputes between consumers and financial services companies. Their service is free to consumers.

Types of Complaints We Handle

We can help with complaints about:

• The quality of service you received
• Policy terms or coverage disputes
• Claims handling and settlement
• Premium calculations or charges
• Policy cancellations or renewals
• Communication issues
• Data protection concerns
• Website or technical problems

What We Expect From You

To help us resolve your complaint effectively, we ask that you:

• Provide accurate and complete information
• Respond promptly to our requests for information
• Treat our staff with respect and courtesy
• Be clear about what outcome you are seeking

We are committed to treating all complaints fairly and professionally. We expect the same courtesy in return.

Learning From Complaints

We take all complaints seriously and use them as an opportunity to improve our services. Feedback from complaints helps us:

• Identify areas for improvement in our processes
• Provide additional training to staff
• Update our policies and procedures
• Enhance the customer experience

We regularly review complaint trends and take action to prevent similar issues from occurring in the future.

Data Protection

When you make a complaint, we will process your personal data in accordance with our Privacy Policy and UK data protection laws. We will only use your information to investigate and resolve your complaint.

For more information about how we handle your data, please see our Privacy Policy.

Regulatory Information

SpeedySure is operated by SpeedySure Insurance Ltd. All insurance policies are underwritten by U K INSURANCE LIMITED, which is authorized and regulated by the Financial Conduct Authority (FCA) under firm reference number 202810.

You can check our regulatory status on the FCA Register at register.fca.org.uk.

Questions?

If you have any questions about our complaints procedure, please contact our Customer Service team at: