Complaints Procedure

The Insurance Octopus Complaints Procedure

The Insurance Octopus aim to provide the highest levels of service possible and we are happy to answer questions and deal with any problems; however if you are unsatisfied with our service you have the right to complain. Please get in touch and we will aim to resolve the complaint as quickly as possible.

The below procedure will guide you through how to make a complaint

Stage 1 – Contacting us via phone

You can do this by calling 0161 968 2030. The Consultant who answers your call will listen to your complaint and record the information. If you have previously spoken to one of our Consultants then that person might be best placed to assist you so please feel free to ask for them. The Consultant will look into the complaint and aim to resolve it so you are satisfied with the outcome.

Stage 2 – Contacting our Customer Services team

Most complaints will be rectified at stage 1, however if you are not completely happy with the outcome of that initial call you will be transferred to the Customer Services team who will be able to look into the complaint further and hopefully resolve this for you.

Stage 3 – Referral to Management

If you are still not happy after speaking to a member of the Customer Services team your complaint would be passed to a member of the Management team who will investigate. The Manager will then make a decision on how to resolve the situation and will discuss it with you usually within 14 days, if we can’t resolve the complaint within that time we will keep you informed of where we are up to with it. The final resolution will always be confirmed to you in writing and will be provided by the end of eight weeks from the complaint being made.

Stage 4 – External

If your complaint is still not resolved after going through the above stages, you have the right to make a complaint to the Financial Ombudsman Service (FOS). The outcome of this will be decided impartially and we are required to take action on their decision.

The Ombudsman can be contacted by phone on 0845 080 1800, via email complaint.info@financial-ombudsman.org.uk or by post at The Financial Ombudsman Service, Exchange Tower, London E14 9SR, www.financial-ombudsman.org.uk, Customer Helpline 0800 023 4567.

We will make every effort to resolve complaints and hope that in the event you feel you need to make a complaint, the above stages mean your complaint is dealt with quickly so you are satisfied with the outcome.


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