Freeway UK Insurance Services Limited (“Freeway”) is committed to providing a quality service for all of our clients. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients, and in particular by responding positively to complaints, and by putting mistakes right.
Therefore, we aim to ensure that:
How to make a complaint
If you are dissatisfied with the service provided by Freeway, please write to:
Freeway UK Insurance Services Limited
Unit 2 Abbots Park
You can also contact us via telephone or e-mail:
T: 01928 520 520
Recording your complaint
Immediately after receiving your complaint we will log your complaint on a central database. This will allow us to analyse complaints that we receive and identify any improvements that we can make to our service.
Freeway UK Insurance Services Limited acts on behalf of insurance companies or Lloyd’s syndicates: the procedure that will apply depends on whose behalf we act. To identify which procedure applies to you, please refer to your policy wording.
If you have any doubt on which procedure applies to you, we will be happy to help.
Resolving complaints quickly
In our experience most things can be resolved quickly by speaking to one of our agents. We strive to resolve the problem immediately and most can usually be resolved by close of business the day after receiving your complaint.
Where we have been unable to resolve the complaint to your satisfaction by close of business the day after receipt of the complaint, we will send you a letter within 5 business days of the complaint being made, acknowledging your complaint and explaining that we are still investigating.
If we complete our investigation of your complaint within 5 business days of its receipt, we will include our findings and explain any decisions made in our final response letter. We will also enclose a copy of the Financial Ombudsman Service’s (“FOS”) explanatory leaflet.
Once our final response has been sent to you, you have the right to refer your complaint to the FOS, free of charge – but you must do so within 6 months of the date of the final response letter.
If you do not refer your complaint in time, the FOS will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the FOS believes that the delay was as a result of exceptional circumstances.
You can contact the FOS using the methods listed below:
T: 0800 023 4567 / 0300 123 9123
or by writing to:
Financial Ombudsman Service
Further information is available on their website – www.financial-ombudsman.org.uk.
In the event of your complaint requiring further investigation
If we are unable to complete our investigation and respond within 5 business days of the receipt of your complaint we will first send you the acknowledgment letter referred to above, and then, within four weeks of receiving your complaint we will either:
If we have sent you an interim response, then we will, by the end of 8 weeks after receipt of your complaint, either:
If the matter to which your complaint relates to is the responsibility of another firm (for example, your insurer), where appropriate, we will pass details of your complaint to them, in writing, within 5 business days of receipt of your complaint and will write to you advising you of this.
We will also provide you with details on which you can contact them to discuss your complaint.