Policyholder Complaints
We aim to provide all our customers with a high standard of service. This is particularly important when dealing with any complaints which we endeavour to resolve as quickly as possible. We administer your insurance policy on behalf of the insurer and in some instances it may be appropriate for us to refer a complaint to the relevant insurer for your policy and we will inform you if this is the case.
What should I do if I have a complaint?
If you have any complaint regarding any aspect of the sale of your policy then you should initially contact the person who arranged the cover for you.
To help us to investigate and resolve a complaint as quickly as possible, in the first instance please contact our Customer Services Team on:
T: 0845 6011 050
E: enquiries@paymentshield.co.uk
Lines are open: 8.00am - 7.00pm, Monday to Friday and 8.00am - 1.00pm, Saturday
You can also write to us at:
Paymentshield House
Wight Moss Way,
Southport,
PR8 4HQ
Where possible please include the following details:
- Your full name and address
- Full details of your complaint
- Your Policy Number(s)
- Details of what you would like us to do to put things right
- Photocopies of any relevant paperwork
- Daytime contact telephone number
What happens next?
We will always try to resolve your complaint immediately. However in the event that we are unable to resolve your complaint by the end of the next business day we will:
- Acknowledge receipt of your complaint in writing within 5 working days
- Provide details of the individual handling your complaint
We will keep you informed of the progress of our investigations and in the event that we are unable to send you a resolution within 4 weeks we will:
- Write to you to explain why we have not yet resolved your complaint
- Inform you of when we will make further contact
In the event that we are unable to send you a resolution within 8 weeks we will:
- Confirm this in writing
- Provide a timescale within which you can expect a response
If you remain dissatisfied with our final response or if 8 weeks have elapsed since we acknowledged your complaint, we are obliged to inform you of your right to refer your concerns to the Financial Ombudsman Service. The Financial Ombudsman provides an independent service that is free to customers. If you wish to refer your concerns then you must do so within 6 months of our final resolution letter.
Alternatively, if your complaint is in relation to an insurer for whom we administer your policy, we may need to inform you that your complaint has been referred to them. The insurer will then write to you with their final resolution and again advise you of your right to contact the Financial Ombudsman Service if you remain dissatisfied.
How to contact the Financial Ombudsman Service (FOS)
Postal Address
South Quay Plaza,
183 March Wall,
London
E14 9SR
Helpline: 0845 080 1800
Website: www.financial-ombudsman.org.uk