VASEK INSURANCE SERVICES LTD COMPLAINT HANDLING PROCEDURE
Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently and fairly. At all times we are committed to providing you with the highest standard of service. We hope that you never need to make a complaint, however this complaint handling procedure provides information on how Vasek Insurance will act in the event that we do receive a complaint from you. It describes the procedure we will follow, which are in accordance with the requirements of our regulator, the Financial Conduct Authority (FCA).
Any complaint you have should be referred in the first instance to:
Vasek Insurance Services Ltd
30-34 Hounds Gate
Tel: 0115 950 5052
Upon receipt of your complaint, our Complaints Officer will determine whether you are an eligible complainant and whether your complaint is an eligible complaint. Where we are unable to determine your classification, we may contact you to obtain further information. Complainants who are not eligible complainants and complaints that are not eligible complaints may not be subject to all of these procedures.
If we are able to resolve your complaint within three (3) business days following receipt, your complaint will not be subject to all of our complaints procedures. Vasek Insurance will issue you a Summary Resolution Communication outlining how we have agreed with yourself to resolve your complaint. A complaint will only be deemed resolved if confirmation is received that you are happy that Vasek Insurance has resolved the matter or reached an acceptable outcome.
If we are unable to resolve your complaint within three (3) business days, your complaint will be subject to all of our complaints procedures as detailed below. Upon receipt of a complaint our Complaints Officer will send you a written acknowledgement that will include:
- The name of the Complaints Officer dealing with your complaint and contact details; in the case of an oral complaint only, a statement of our understanding of the nature of your complaint and a request for you to confirm this in writing;
- A statement that a written report will follow once the investigation is complete;
- A copy of these complaint handling procedures.
- Information on how to escalate your complaint should you not accept Vasek Insurance’s response to your complaint.
This written acknowledgement will normally be sent to you within three (3) days of receipt of your complaint.
Once Vasek Insurance has investigated, a stage one response letter will be sent by the Complaints Officer. This will provide you with a summary of our investigation conducted and a decision on the matter. Vasek Insurance will aim to issue a stage one response within two (2) weeks of receiving a complaint, should we be unable to issue a response within two (2) weeks a letter stating why investigations are still ongoing and detailing a response will be sent within a further two (2) weeks. In the event Vasek Insurance are unable to issue a stage one response at any time during the four (4) weeks, Lloyd’s Complaints Team will take over the handling of your complaint.
In the event you remain dissatisfied with Vasek Insurance stage one decision and response to your complaint, you may refer the matter to the Lloyd’s Complaints Team.
Fidentia House, Walter Burke Way
Chatham Maritime, Chatham
Kent ME4 4RN
Tel: 0207 327 5693
Fax: 0207 327 5225
Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint - How We Can Help” available at www.lloyds.com/complaints and are also available from the above address. If you remain dissatisfied after Lloyd’s has considered your complaint, or, in any event, after a period of eight weeks from making your complaint, you may refer your complaint to the Financial Ombudsman Service (FOS).
The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and business providing financial services. The contact details for the FOS are:
The Financial Ombudsman Service,
Telephone 0800 023 4 567 (calls to this number are free from “fixed lines” in the UK) or 0300 1239123 (calls to this number are charged at the same rate as 01 and 02 numbers on mobile phone tariffs in the UK).
Complaints that cannot be resolved by the Lloyd’s Complaints Team may be referred to the FOS, you must do so within six months of the date of the final response letter or you may lose the right to refer the complaint. Further details will be provided at the appropriate stage of the complaint process.
Where our Complaints Officer has reasonable grounds to be satisfied that another firm may be solely responsible for your complaint, they may refer your complaint to that other firm. This referral will be made in writing and usually within 48 hours following receipt of your complaint. The Complaints Officer will inform you of their actions in writing and will include the other firm’s contact details.
Where our Complaints Officer has reasonable grounds to be satisfied that another firm may be jointly responsible, they will follow the same procedure as set out above however, they will follow our normal complaints procedures in respect of the part of the complaint for which we are responsible.
Vasek Insurance are obliged to make regular reports to our regulator the FCA, detailing the number and breakdown of all complaints (i.e. eligible complaints received from eligible complainants) received during the previous six months including those that are still outstanding. This reporting is processed in compliance with the General Data Protection Regulation (GDPR) and will not disclose personal details.
If you have purchased your policy online you can also make a complaint via the EU’s online dispute resolution (ODR) platform. The website for the ODR is: http://ec.europa.eu/odr. Should a complaint be received regarding companies other than us or Lloyd’s and we are unable to provide a response, we will inform you of this and provided details of how you can progress your complaint.
This complaints procedure is without prejudice and does not affect your right to take legal action.