COMPLAINTS
Whilst we always endeavour to provide a great service, sometimes things don’t go as expected, and you may feel as if we haven’t done what you would have hoped for. We want to know how we can put things right.
If you do have reason to complain it is our policy to acknowledge the complaint by the end of third working day following receipt of complaint. You will receive either our written response or an explanation as to why we are not in a position to provide one within eight weeks of receipt of your complaint.
THE COMPLIANCE OFFICER
Getcover.com, 7th floor, 17 Bevis Marks, London, EC3A 7LN
Phone: 01689 892 228
Email: compliance@getcover.com
When you contact Getcover.com please quote your policy schedule number.
FOR COMPLAINTS FOLLOWING A CLAIM NOTIFICATION
Reactive Claims Limited, PO Box 353, Alton GU34 9LEEmail: Complaints@reactiveclaims.com
FOR COMPLAINTS ABOUT HOW AN ASSISTANCE CASE HAS BEEN HANDLED
The Mayday Group,1 Clifton Mews, Clifton Hill, Brighton BN1 3HREmail: correspondence@themaydaygroup.com
FOR ALL COMPLAINTS
If you are not happy with the response you have the right to ask the Financial Ombudsman Service (FOS) to review your complaint.
Financial Ombudsman Service
Exchange Tower, Harbour Exchange Square, London, E14 9SR
Phone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: https://www.financial-ombudsman.org.uk/
Please note that if you refer your complaint to the FOS you must have approached us first and received our final response. You must approach the FOS within 6 months of receiving our final response.
We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if we are unable to meet our obligations. This depends on the type of business, and circumstances of the claim. Insurance arranging is covered for 90% of the claim, without any upper limit. Further information can be obtained by the Financial Services Compensation Scheme by visiting www.fscs.org.uk.
If you purchased a policy online and are unhappy with the product or the service you received, you can also use the European Commission’s Online Dispute Resolution service to make a complaint at http://ec.europa.eu/consumers/odr/ . The purpose of this platform is to identify a suitable Alternative Dispute Resolution (ADR) provider, we expect that this will be the Financial Ombudsman Service.