Providing a first class service to our customers is very important to Carole Nash Insurance. However, we accept that things may go wrong from time to time and if they do, we are keen to listen to your views, so that we can learn from any mistakes and improve our service wherever possible. With this in mind, the following procedure is in place to ensure you are kept fully up to date with the progress of your complaint and also to guarantee your complaint is managed fairly and promptly.

STEP 1
Initially, please telephone us and we will be happy to investigate any issue you are not satisfied with.

For claims related complaints, please call our Claims Service Department on 0800 804 7964

For any other type of complaint, please call our Customer Service Department on 0800 804 7958

If, having discussed the issue, you are not fully satisfied with the proposed resolution; your call will be referred to a Team Leader or Section Head within the department. The Team Leader/Section Head will undertake an investigation into your complaint and will contact you within 48 hours.

STEP 2
If we are unable to resolve your complaint within 48 hours or if you are not happy with the resolution proposed by the Team Leader/Section Head your complaint will be referred to our Business Development Department.

STEP 3
We will aim to conclude our investigation within five working days. If however, we are unable to finalise your complaint within this timescale, we will write to acknowledge your complaint and advise that we intend to complete the investigation within four weeks. If after four weeks we are not in a position to resolve your complaint, we will write to update you on the present position of the investigation. We will also advise you of the date when we anticipate the complaint will be completed (this will be within eight weeks of receipt of your complaint).

STEP 4
Our Business Development Section Head will then review and approve the investigation findings.

STEP 5
We will then write our response letter to you, confirming our findings and stating any financial redress, if applicable. We will also advise if your complaint has been upheld or rejected. If, you do not contact us within eight weeks of receipt of this letter, we will close our complaint file and our response letter will be classed as our final response.

STEP 6
If you are not happy with the outcome of our investigation, you may refer your complaint to the Division Head of Business Development (within eight weeks of the response letter). Please ensure that you outline the reasons why you are not satisfied and how you feel the complaint should be resolved. A full review of the original investigation will take place and a final response letter will be issued. Alternatively, you may refer your complaint directly to your Insurer. Please refer to your Policy Summary for details.

STEP 7
If, upon receipt of our final response letter, you are not fully satisfied with the outcome of our investigation, you may refer your complaint to the Financial Ombudsman Service (FOS). The FOS is an independent organisation that operates according to the rules made by the Financial Services Authority.

FOS contact details:
Financial Ombudsman Service (UK)
South Quay Plaza
183 Marsh Wall
London
E14 9SR

email:
complaint.info@financialombudsman.org.uk

Website:
www.financialombudsman.org.uk

Please note that the FOS will only deal with your complaint if you have already given Carole Nash Insurance Consultants Ltd the opportunity to resolve it.

Any decision made by the FOS is only binding on the Insurer and Carole Nash Insurance Consultants Ltd and you remain free to take action in court.

This procedure for the handling of complaints is entirely without prejudice to your rights in
English Law and you are free at any stage to seek legal advice and take legal action.