Residential Searches

Insurance Complaints Procedure

We aim to provide you with the highest standards of service with regard to the insurance products we introduce. However, there may be occasions when you have cause to complain. By contacting either the Insurance Provider (whose details can be found on your policy document) or ourselves when you are unhappy with the service you have received, gives us the opportunity to put things right for you. Your feedback is also vital in helping us to improve our service. Please see the guide below on the steps you need to take, should you need to raise a complaint.

Step 1
If your complaint is regarding a policy you have already taken out, your first point of contact should be with the Insurance Provider. Included in your policy details are contact telephone numbers and addresses of who you can speak to when you have a problem.

Step 2
If your complaint is regarding the marketing of an insurance product, you can contact our Customer Service Team on 0115 971 3550.

Alternatively, you may prefer to write to us at:
Customer Relations Department,
Severn Trent Retail and Utility Services Ltd,
PO Box 10155,
NOTTINGHAM,
NG1 9HQ,

If we are unable to deal with your complaint immediately, we will take full details from you and arrange for the problem to be fully investigated.


What information to provide to us?
To help us investigate and resolve your complaint as quickly as possible, please provide the following information: 

  • Your name, address and telephone number
  • Your policy number, if you have one
  • A clear description of your concern or complaint
  • Details of what you would like us to do to put things right
  • Confirm how you would like us to respond to you e.g. telephone, email etc.


Step 3
When will you receive a response?
If we are unable to resolve your complaint by the end of the next working day, we will write to you within 5 working days to acknowledge your complaint and provide you with details of who is dealing with your complaint and how to contact them.

If we have been unable to resolve your complaint within 4 weeks of receiving the complaint we will write to you explaining our progress. After 8 weeks from receiving the complaint, we will send you a final response or provide you with an explanation as to why we are not able to respond and when we expect to respond.

Step 4
Escalation
Our aim is to resolve your complaint to your satisfaction as quickly as possible. If at any time you are unhappy with the response you receive from a member of staff please ask for the complaint to be referred to their manager.

Step 5
The Financial Ombudsman
Our aim is to resolve your complaint ourselves, but if you are not happy with our final response or 8 weeks have passed since you initially raised your complaint with us, you may refer your complaint to the Financial Ombudsman Service. You have a period of 6 months in which to refer to the Ombudsman. The 6 months period starts from the earlier of the date of the final response or 8 weeks after we received your initial complaint.

The Financial Ombudsman Service was set up by law to give consumers a free, independent service for resolving disputes with financial firms.

The contact details of the Financial Ombudsman Service are as follows:

The Financial Ombudsman Service,
South Quay Plaza,
183 Marsh Wall,
LONDON,
E14 9SR.

Telephone: 0800 0 234 567
Fax: 020 7964 1001
email: complaint.info@financial-ombudsman.org.uk

If you have a complaint you should always contact us first. The Ombudsman will only consider your complaint once you have exhausted our internal procedures or if 8 weeks have elapsed since your initial complaint.

 

Severn Trent Retail and Utility Services Ltd is authorised and regulated by the Financial Services Authority.