Complaints

At Budget Insurance, we work hard to deliver a reliable service and to meet your expectations every time.

However, we understand that things don’t always go as planned. If something hasn’t gone right, we want to know, it gives us the chance to put matters right and to improve how we work.

Our commitment to you.

When you raise a complaint with us, we will aim to:

• Confirm we’ve received it without delay
• Deal with the issue as quickly and efficiently as possible
• Explain our decision clearly, along with the next steps available to you
• Use your feedback to help improve our products and services

How the complaints process works

We’ll try to resolve your complaint at the earliest opportunity, usually within three business days. If we’re able to do this, we’ll confirm the outcome in writing.

If your complaint needs more time to resolve, we’ll write to acknowledge it and let you know when you can expect a decision. We’ll keep you informed while we look into the matter.

Once our review is complete, we’ll write to you with our final response, which will either:

• Confirm that your complaint has been upheld, outlining what we’ll do to resolve it, or;
• Explain why we haven’t been able to uphold it, with clear reasons for our decision

If at the end of the process you remain dissatisfied, you may contact the Financial Ombudsman Service.

The Financial Ombudsman Service can be reached via http://www.financial-ombudsman.org.uk/ or you can write to them at The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

You can make a complaint in the following way:

• Webchat – Log in to your My Account and our team will then be available to chat online from 8am – 8pm, Monday to Friday. We are closed on Bank Holidays.
• Writing to us at: Complaints, Budget Insurance, Complaints Department, Nile Street, Burslem, Stoke-On-Trent ST6 2BA