Freeway UK Insurance Services Limited Trading as Freeway
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:
Making a complaint is as easy as possible.
We investigate your complaint competently and diligently, and when appropriate, confidentially.
We keep you informed of the progress of our investigation.
We do everything we can to resolve your complaint.
We learn from complaints, using them to improve our service, and review annually our complaints policy and procedures.
How to Make a Complaint
If you are dissatisfied with the service provided by Freeway, please write to:ComplaintsFreeway UK Insurance Services LimitedUnit 4 Abbots ParkMonks WayPreston BrookCheshireWA7 3GHYou can also contact us via telephone or email:01928 520 520Complaints@freewayinsurance.co.uk
Recording Your Complaint
Immediately after receiving your complaint, we will log your complaint on a central database. This will allow us to analyse complaints we receive and identify any improvements we can make to our service.
Freeway UK Insurance Services Limited acts on behalf of a number of insurance companies and Lloyd’s syndicates. If there are reasonable grounds to be satisfied that another respondent may be solely or jointly responsible for the matter alleged in a complaint, the firm may forward the complaint, or the relevant part of it, in writing to that other respondent, promptly. We will inform you of our action by a final response letter of why the complaint has been forwarded to the other respondent, and of the other respondent’s contact details. Where the parties may be jointly responsible for the fault alleged in the complaint, the firm must comply with its own obligations in respect of the relevant part of the complaint.
Complaints Handling Procedures
What is a Complaint?
A complaint is defined by the FCA as:
Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service or a redress determination, which:
- Alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience, and….
- Relates to an activity of that respondent, or of any other respondent with whom that respondent has some connection in marketing or providing financial services or products, which comes under the jurisdiction of the Financial Ombudsman Service.”
Our Commitment to You
We treat all complaints fairly and consistently to promptly determine the subject matter of the complaint and what action we need to take.
All complaints will be investigated by a suitably competent member of our team. Wherever possible, this responsibility will be allocated to a person who was not directly involved in the matter that is the subject of your complaint. The member of staff will either have the authority to settle your complaint or will have ready access to someone who has the authority.
We decide what remedial action or redress (or both) may be appropriate, taking into account all relevant factors.
You may contact us during our investigation. If the member of staff handling your complaint is not available, another member of our team will be able to help you.
We will aim to resolve your complaint within three business days after the date we receive it.
Where you have accepted our response to your complaint within three business days, we will send you a summary resolution communication in which we:
Refer to the fact that you have made a complaint and inform you that we consider the complaint to have been resolved.
Tell you that if you subsequently decide that you are dissatisfied with the resolution of the complaint, you may be able to refer the complaint to the Financial Ombudsman Service (FOS).
Indicate whether or not we consent to waive the usual six-month time limit for referral to the FOS.
Provide the website address of the FOS and refer to the availability of further information on the website of the FOS.
In the Event of Your Complaint Requiring Further Investigation
If we are unable to resolve your complaint within three business days, we will send you a written acknowledgement of your complaint within five business days, giving you the name or job title of the individual handling the complaint (together with a copy of these complaint handling procedures).
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:
Send you our final response letter, along with a copy of the FOS’ explanatory leaflet, or….
Send you an interim response letter which will explain why we are not yet in a position to resolve your complaint together with an indication of when further contact will be made.
By the end of eight weeks after receipt of your complaint, we will send you:
A final response which:
Accepts your complaint and, where appropriate, offers redress or remedial action, or….
Offers redress or remedial action without accepting the complaint, or….
Rejects the complaint and gives reasons for doing do.
We will also:
Enclose a copy of the FOS’s standard explanatory leaflet, including website address of the FOS and inform you that If you remain dissatisfied with our response, you may now refer your complaint to the FOS and indicates whether or not we consent to waive the usual six-month time limit for referral to the FOS.
A response which:
Explains that we are still not in a position to make a final response, giving reasons for the delay and indicating when we expect to be able to provide a final response.
Informs you that you may refer your complaint to the FOS if you are dissatisfied with the delay, encloses a copy of the FOS’s explanatory leaflet with contact details and indicates whether or not we consent to waive the usual time limits for referral to the FOS.
Ending the Complaint
If We Cannot Resolve Your Complaint
Our final response letter will inform you that, if you remain dissatisfied with our response, you may refer your complaint to the FOS. The usual time limit for referrals to the FOS is six months from the date we issue our final response.
Contact FOS by telephone 0300 123 9123 or 0800 023 4567.
Monday to Friday – 8am to 8pm; Saturday 9am to 1pm.
Further information is available regarding the FOS at http://www.financial-ombudsman.org.uk.
Access to the FOS is not available to some, mainly larger businesses (for example, those with turnovers over £6.5m). If we know that a complainant is not eligible to refer to the FOS, we will explain how their complaint could be progressed if they remain dissatisfied with the resolution which we offer.
Where Freeway is Not the Appropriate Respondent to Your Complaint
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.