Our 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
Contacting our team
You can do this by calling 0161 968 2030 or emailing [email protected]. The Consultant who answers your call or deals with your email will log your complaint and record the relevant 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.
Referral to Management on your behalf
However if you are not completely happy with the outcome after speaking to a member of the team your complaint will be passed to a member of the management team who will firstly acknowledge your complaint within 5 days and then investigate the matter on your behalf. The manager will then make a decision on how to resolve the situation and 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.
If your complaint is still not resolved after going through the above, you may have the right to make a complaint to the Financial Ombudsman Service (FOS) if you fit their eligibility criteria. The outcome of this will be decided impartially and we are required to take action on their decision.
An individual consumer; a person acting for purposes which are outside your trade, business, craft or profession or
a micro enterprise or small business (that employs fewer than fifty (50) people and whose annual turnover is less than £6.5 million and annual balance sheet total does not exceed £5 million) at the time the complainant refers the complaint; or
a charity which has an annual income of less than £6.5 million at the time the complainant refers the complaint; or
a trustee of a trust which has a net asset value of less than £5 million at the time the complainant refers the complaint.
a consumer who is a member of any business, charity or trust who is complaining as a beneficiary of a group policy
Contacting the Financial Ombudsman Service (FOS)
We will make every effort to resolve complaints and hope that in the event you feel you need to make a complaint, the above means your complaint is dealt with quickly so you are satisfied with the outcome.