Insurance complaints procedure
Severn Trent Retail and Utility Services Limited aims to provide you with the highest standards of service regarding the insurance products we introduce. These products are provided by carefully selected affinity partners, not by Severn Trent companies.
How to make a complaint
We strive to get things right the first time and receive lots of great feedback. However, we want to know if you’re not happy. We’ve set up a straightforward complaints process, but if you’re dissatisfied with the response you receive from a member of our team, please ask for the complaint to be referred to their manager.
Step one – who and where to contact
Write to: Severn Trent Retail and Utility Services Limited, Pure Offices, Sherwood Business Park, Lake View Drive, Nottingham, NG15 0DT
Telephone: 0115 9713550, 9 am – 5 pm Monday to Thursday, or 9 am – 4.30 pm Friday
Email: affinity@stservices.co.uk
What information do we need to investigate and resolve your complaint promptly?
- Your name, address, daytime telephone number, and email address if it’s your preferred contact method
- A reference number or policy number if you have one
- A clear description of your concern or complaint and what you’d like us to do to put things right
If you have a policy or product with a company we introduced you to, please note the following:
It is a regulatory requirement of the Financial Conduct Authority that complaints are passed to the company you pay for a service or insurance policy. Insurance payments are not made to Severn Trent. You can still tell us if you’re not happy with the service of a firm we have introduced, but if you have not dealt with the policy or product provider first, we will refer your complaint to that company, who must investigate and respond to you.
Step two – when will you receive a response?
We aim to resolve your complaint fully, to your satisfaction, and as quickly as possible.
- Within three working days, we aim to resolve your complaint, and often, we can do so by the end of the next working day. If this isn’t possible, we’ll contact you within five working days and provide details of who is dealing with your complaint.
- During our investigation, we may need further information from you or our partner(s) to resolve your complaint.
- Throughout this period, we’ll keep you informed of our progress.
- We will send you a final response within eight weeks of receiving the complaint. If, in unusual circumstances, we haven’t been able to resolve your complaint within eight weeks of receiving it, we’ll write to explain our progress and the reasons for any delay. We’ll also tell you when we expect to be able to respond next.
Severn Trent Retail and Utility Services Limited is part of Severn Trent Services and is authorised and regulated by the Financial Conduct Authority (310729). The Financial Services Register can be checked at https://www.fca.org.uk/firms/financial-services-register
Insurance products
Products that protect your property buyers in various scenarios – purchased by FCA-regulated individuals.