It is our policy to promote the highest standard of service for our clients. All complaints are taken seriously and we will endeavour to ensure that all raised with us are resolved satisfactorily and in a timely manner.
We want to make the process for you as simple as possible. If we’re unable to resolve your complaint imminently; we will write to you promptly to acknowledge receipt of your complaint and advise you who will be dealing with the matter. We will keep you appropriately informed of the progress of your complaint whilst we conduct a full investigation, until we are able to provide you with our final decision, which will be within 8 weeks of the initial date of complaint.
If we have not been able to conclude our investigation and provide you with our final decision to your complaint within 8 weeks, we will write to you confirming the reasons why we have not yet been able to resolve the matter, and when we expect to be able to do so.
If we have not been able to provide you with our final decision within 8 weeks, or if you are still unhappy following our final decision, eligible complainants have the right to refer complaints to the Financial Ombudsman Service (FOS) to conduct an independent review. Further information is available on their website.
It is important to note that FOS will only assess your complaint after you have formally raised it with us and allowed us adequate time to investigate.
To make a complaint, you can write to:
Gavin McFarland
Sale Insurance Services
15-17 Washway Road
Sale
Cheshire
M33 7AD
By Email: enquiries@saleinsurance.co.uk
By Telephone: 0161 969 6040
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
0800 023 4567
www.financial-ombudsman.org.uk
Who is an Eligible Complainant:
- Any private individual
- Any business with an annual turnover of less than £6.5 million and fewer than 50 staff or a balance sheet total of less than £5 million (small business)
- A charity with an annual income of less than £6.5 million
- A trustee of a trust with a net asset value of less than £5 million
- An individual who has given a guarantee or security in respect of a small business
Complaints about Third Parties
If you have a complaint about your insurer, finance provider or any other third party, it is best to take your complaint directly to them.
Any correspondence issued at the inception of your policy will include the contact details required to raise your complaint via email, post, or telephone.