Promise of service

Our goal is to give excellent service to all our customers but we recognise that things do go wrong occasionally. We take all complaints we receive seriously and aim to resolve all our customers’ problems promptly. To ensure that we provide the kind of service you expect we welcome your feedback. We will record and analyse your comments to make sure we continually improve the service we offer.

What will happen if you complain?

·         We will acknowledge your complaint within two working days of receipt

·         We aim to resolve complaints within five working days

·         Once an assessment and full investigation of your concern has been made, we will respond with a decision

Most of our customers’ concerns can be resolved quickly but occasionally more detailed enquiries are needed. If this is likely, we will contact you with an update and give you an expected date of response. This will not be beyond 20 working days from when you first made your complaint.

If you remain unhappy with the decision you receive from Ford Insure you may write to the Chief Executive. If you are dissatisfied with our final decision, you can refer the matter to the Financial Ombudsman Service (FOS).

The FOS will only consider your complaint if you have given us the opportunity to resolve it and you are a private policyholder, a business with a group annual turnover of less than £1 million, a charity with an annual income of less than £1 million or a trustee of a trust with a net asset value of less than £1 million. Please follow the steps below. If, however, we do not resolve your complaint within 40 working days, the FOS will accept a direct referral.

Whilst we are bound by the decision of the FOS, you are not. Following the complaint procedure does not affect your right to take legal action.

What should I do?

The steps you should take if you are dissatisfied:

Step 1. Seek resolution by the department dealing with your query

If you are disappointed with any aspect of the handling of your insurance we would encourage you, in the first instance, to contact the department concerned. You can write or telephone, whichever suits you, and ask your contact to review the problem.

Step 2. Refer your complaint to our Chief Executive

If you remain unhappy with the decision you receive, please write with full details including the Policy and/or claim number to:

The Chief Executive

Norwich Union Insurance

Surrey Street

Norwich 

NR1 3NS

A review of the matter will then be carried out at a senior level and a final decision given.

Step 3. Refer your complaint to the Financial Ombudsman Service

If, after making a complaint to us you are still unhappy and feel the matter has not been resolved to your satisfaction please contact the FOS at:

Financial Ombudsman Service,

South Quay Plaza,

183 Marsh Wall,
London

E14 9SR.

Financial Services Compensation Scheme

We are members of the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations.  This depends on the type of business and the circumstances of the claim.  For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit.

Further information about compensation scheme arrangements is available from the FSCS.